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 … Continue reading How Not To Involve Customers

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 … Continue reading Designing Out Problems Through Networks

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 … Continue reading Holiday in Cambodia: 13 Innovations in Pictures

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 … Continue reading Nine Things On Customer Experience And Innovation From Indonesia

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 … Continue reading Why Great Customer Experience Requires Great Design

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