There are different approaches to making a puzzle. Some people put together all the edges and then fill in the middle. Some start in a corner and work their way outwards. Others first piece together aspects of the image that are recognisable and then link them all up. Inevitably, with persistence, the whole picture comes together, regardless of the method. Consumer interactions with your enterprise are a bit like puzzle […]
There was a time back in the 1990s when ‘holistic’ was a dirty word in business circles. It was reserved for New Age fanatics and alternative health practitioners. If it turned up in a conversation at work, it was met with derision or a scoff of, “You’re one of those people.” That meant weird and not in a charitable way but in a where’s your straitjacket kind of vein. All […]
Mary Poppins arrived on a fortuitous wind and brought order to the Banks’ household in creative and exciting ways. She encouraged Jane and Michael to engage their imaginations to visualise the impossible, then focus their energy on manifesting it. Her unobtrusive travelling bag contained numerous wonders that transcended its size and stretched the realms of possibility. She made the miraculous an everyday occurrence, animated the mundane and blew the competition […]
Customer delight is the latest focus in customer service. A delighted customer is deemed to have greater brand loyalty and to actively promote your company on social media. Yet according to the NTT 2020 Global Customer Experience Benchmarking Report, “Just 15.5% [of companies] place ‘customer delight’ as the top driving force behind their customer journey design strategy.” Yet 81.6% acknowledge that customer experience (CX) provides them with a competitive edge. […]
Honesty is a scary word for some people. Perhaps because they think it means spilling your guts or sharing your darkest secrets. They fear being exposed and found wanting. Others go over the top with it and TMI with abandon. By sharing everything they determine who’s worthy of their friendship and dismiss those whose responses don’t appeal. It’s like an upfront vetting system. Honesty, though, isn’t really about either of […]
_ _ _ … _ _ _ In case you’re wondering, that’s Morse Code. Meaningless if you can’t decipher it, yet informative when you can. Of course, that’s assuming that you notice it in the first place – but we’ll get to that later. This sequence denotes the letters “O – S – O”. Still cryptic? Intentionally so to highlight the fact that disparate pieces of data require context and […]
Ah, the Swiss Army knife: looks innocent enough but is a beautiful piece of ingenuity, versatility and efficiency. Even the most basic one comes with a bunch of extras you might never use. But boy, it comes in handy and not just for camping trips. Each attachment has a multitude of conventional and creative uses. An expensive item falls into a crack in the paving and you scoop it out […]
Do you remember the days of the one size fits all T-shirt? You’d be at a festival or concert and want a memento of your favourite musician, so you buy the T-shirt but it’s too baggy or maybe you’re lucky and it fits. Then you grow or put on weight and what was your favourite top is relegated to the back of your cupboard. You don’t get them much these […]
You’ve planned the perfect dinner party for some work colleagues and there’s been a lot of hype all week (generic marketing campaign). The menu is decided: your signature beef stew and a chickpea curry for the vegetarians; the table is beautifully set and you are all dressed and ready. You’ve spent hours preparing: cooking, cleaning, decorating; and you’re certain of success. When your guests arrive you are the consummate host. […]
We all love a fortune teller, even if we think it’s just a bit of fun. We like the idea of a complete stranger intuitively knowing something about us. It makes us feel special; and if they hit the nail on the head, we’re hooked! What else do you know about me? Tell me more. Why? Because we’ve been seen – validated in some way. It creates a connection and […]
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