Real Life Customer Service is the Benchmark for Digital (Or Just Don’t Piss People Off)

This week I enjoyed a few hours at a roundtable for marketing folks, organised by Marketing Week, the subject of the discussion was personalisation. As we went around the table, articulating our experience of personalisation, the good, bad and ugly, it seemed when describing the good, everyone was describing what we are looking for in..

Marketers: Engage with the Real People – A Lesson from Brexit and Trump

Regardless of your politics, it seems to me that there is a common thread flowing through the momentous stories of today (Brexit, Trump or Corbyn); the turmoil of uncertainty created by surprise. What’s on the mind of the people seems to have come as huge surprise, evidence of a disconnect between the people that make and..

Customers don’t care about your industry rules

I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this post was challenge to his organization from digital disruption. The publishing industry is the poster child for digital disruption; a supply..

3 Steps to Trust not Bust Your Customer Experience Silos

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up the way a business interacts with it’s customers. I described this as “thinking inside the box” and discussed some of..

Levitt; More than Railways, the Father of CX?

Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description from HBR: In it, Theodore Levitt, who was then a lecturer in business administration at the Harvard Business School, introduced..