Customer Experience: Turning good intentions into great execution

For quite a while, I’ve been intending to write about motivation and customer experience, but never quite got to it. Why write now? More on that later. With customer experience, there has been much research that has highlighted a mismatch between what companies believe they deliver and what customers think they get. And other research …

To reach and react: why mobile and social are so disruptive

Although I would argue that the pace of change is maybe not as fast as some would have us believe, there is no doubt that there are significant disruptive forces at work in the shape of mobile and social. They are disruptive because they are game changers in your ability to reach, and react to, …

The pace of change is accelerating! Or is it?

How often have you been in a presentation which begins with something like, “The pace of change is accelerating” or similar? I was at the keynote by Google at Technology for Marketing and Advertising last week, and this was one of the key points. But is this really true? When you have as many grey …

If you’re not listening, you can’t learn

No, this is not something my old teacher used to say to me, although it could easily have been. This is something that has become increasingly important with the advent of social media. That old adage, you’ve got two ears and one mouth, so use them in that ratio, now applies as much to businesses …