Recent Posts and Musings

How message helps with cut through

I believe a key element that can drive the delivery of positive experiences for customers is for all service personnel to be clear on the message they are communicating through their contact points. The majority of advice around the delivery of customer experiences is...

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Great Customer Experiences are a partnership

What adds richness to our lives are partnerships. Wherever you look you'll find a partnership. As examples; you need two hands to clap and contribute to raucous applause - sure you can bang pots and hit tables and throw in a few high shrill whistles but the clean...

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Immersive experiences to build a collaborative culture

Just came across the following article which details how Monash University ran an immersion course for PhD students enrolling in their EMBL Australia PhD course (EMBL - European Molecular Biology Laboratory). Students are heavily involved in organising this course,...

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Customer service is not servancy

For this newsletter servancy refers to a practice where the business is a servant to the customer. It is the business practice of treating customers so value is delivered to the customer without consideration to the employees delivering that value. Whilst this might...

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Stepping on to the customer experience stage

One of my jobs as a Ranger when working with the NSW National Parks and Wildlife Service was to put on a wombat suit to entertain our visitors at shows, festivals and in and around Park visitor areas. Invariably the suit was sweaty from the last person and the heat of...

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The big radar dish of rich customer experiences

Imagine putting a big radar dish on your head and using this as a metaphor for the importance of listening when engaging with customers. It is through listening that you build rapport and can identify the unique needs of the customer. It is through listening that a...

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Building your creative muscle through customer experiences

One of the things I love about being involved with the customer experience profession is the vast variety of perspectives you're presented with each and every day. And the opportunities to build and flex your creative muscle. Brian Uzzi and Shannon Dunlap recently...

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Your next door competitor

A common challenge faced by local business is managing the threat of a 'similar store' opening 'just down the road'. Such challenges can become even more unnerving when there are real life examples all around us - for example, I've seen 3 suburban hardware stores go...

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The value of moments

To motivate people we offer the promise of a future better to what they have now. The assumption being that if they're happy with the status quo they do not need motivating. Offering a better future is often the easy part - as an example, watch the number of people...

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Experiences that mean something

I just found this little piece that I wrote for Peter Grant ... writer and photographer extraordinaire who focuses his work on the natural world (http://www.naturescribe.com/). In preparing a keynote presentation Peter asked a few people if they would share their...

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Little steps … when it all seems too much

I'm somewhat optimistic at times and this shows up in various activities in my life. And at such times I'm remind myself of life's simple lessons. One of these is when i'm trying to bring the shopping in from the car ... if I ran out of my reuse bags at the...

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Innovation as a resourceful and effective mindset

I've just finished reading a report by Ernst and Young titled "Connecting Innovation to Profit - Five key insights from the world’s leading entrepreneurs." http://www.ey.com/Publication/vwLUAssets/Connecting_inovation_to_profit/$FILE/EY_innovation_survey.pdf One of...

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