Category: Customer Experience

How Not To Involve Customers

In 1985 one of the biggest brands in the world nearly destroyed itself – by listening to what customers said. Coca-Cola developed a product dubbed “New Coke” that was slightly sweeter than the original. Almost 200,000 blind taste tests were conducted and most participants said that they favoured New Coke over both the original formula ...

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Designing Out Problems Through Networks

On Monday I attempted my swiftest ever return to work after a trip. My plane from Zanzibar via Kilimanjaro and Doha landed at 6am. I was home by 8:30am, online by 9 and in work by 11.30am. I felt like The Man Who Fell To Earth. I’d had 16 days without any problems. Now – they ...

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How To Make Complex Things Simple

I’ve just had to apply for a new passport. It’s one of those things that you generally only do every ten years or so. It prompts you to ruminate on a few things. Ageing: That old passport photo you were embarrassed about now looks like the ideal version of you. You shudder at the thought of ...

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Resisting the Rush to Technology for Solutions

Is anyone else getting tired of the talk –  and it is mainly talk – of digital transformation? The endless rounds of conferences, clubs and lists of so-called digital leaders – all promising a tech utopia. At a recent event I observed an audience listlessly staring at their iPhones as a speaker described how digital was ...

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To Boost Innovation We Need To Make Ourselves Obsolete

If you’re of a certain age you’ll sometimes find yourself reminiscing about an age where things were built to last. My own mother swears her first washing machine lasted for over 20 years. Today,  Apple expects the lifecycle for an average iPhone to be just three. Firstly – this is almost certainly a rose tinted view ...

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People Don’t Believe Our Organisations – Here’s Why

There’s not a week goes by – and I mean that quite literally – in which we don’t see a sector bemoan its image problem. The launch of some campaign or other to raise awareness of a ‘message’ and get people to see the valuable contribution it makes to society. This week it’s housing, but ...

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Holiday in Cambodia: 13 Innovations in Pictures

In 1975 Cambodia attempted the most radical reinvention of society and community in history. This was ‘Year Zero’ – a beginning of a new era where people would return to a mythic past. Self sufficiency and collectivism were promoted, technology and creativity mistrusted. City dwellers, professionals and intellectuals returned to toil the land alongside peasants. About 1.7 ...

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Nine Things On Customer Experience And Innovation From Indonesia

I have a thing for travel. For me it’s as much about productivity as pleasure. I operate best in the four weeks before I go on leave and the four weeks on returning. In an ideal world I’d have a break every 10 weeks or so – but we don’t yet live in the world of ...

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Why Great Customer Experience Requires Great Design

Note to reader: This post was written on a smartphone over 14 days sitting on a beach. It was completed at an altitude of 35,000 feet after several white wines. I’ve chosen to publish it unedited to retain a tropical , stream of consciousness vibe. Subsequently it’s a bit more disjointed and a lot longer ...

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It’s our job to give customers a story to tell, not tell it for them…

“Guinness is lovely but it will always be the same, a (delicious) black and white drink – simple and unchanging. Subway do nice sandwiches. Lego make little bricks. The work of housing associations, councils, the NHS and other government departments is about our lives: it’s dramatic, it makes a difference to the way we live ...