There’s a saying that you’re everyone you’ve ever met. Here’s a few lessons I’ve learnt from some helpful chance encounters…
Before lockdown hit, I went shopping with a customer to see whether how she said she shopped actually had any correlation to how she behaved. Spoiler alert: it didn’t.
These are the non-fiction books that have shaped my perspective on the world, all scoring very highly on the controversial ‘page-corner-folding’ rating scale.
We’re all obsessed that everything is changing – when really almost everything is staying the same.
Stringent policies and procedures frustrate your colleagues and customers alike. Often the best customer experiences come when employees feel they can stand in front of the rules.
Creating a team of identikit colleagues may well be good for compliance, but it’s not good for creativity. And after a while, your best people will get fed up, and leave.
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
We live in a world that is perfecting the functional experience at the expense of the emotional experience.