Many years ago, I fell in love with a Finn. We moved in together, got cats, bought a home together and got married. Living with a Finn exposed me to many aspects of Finnish language, life and culture. Our home is full of Iittala, Marimekko and Artek. We enjoy enjoy eating “poro” and drinking lonkero.… Continue reading What is Finland’s secret ingredient? – Sisu explained
I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me. Feckless? What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!
Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!
Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme
In every customer experience, there are good parts and bad parts. Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience. As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?
When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
So I recently came out – for those of you who know me, you’re wondering, “What do you mean? You came out as gay years ago!” Well this was a different coming out – this time I came out to admit that I suffered from a mental illness – depression. It was a culmination of… Continue reading A coming out story: 7 similarities between coming out and acknowledging mental health issues