If, in the middle of a flight, I notice that the pilot was sat at the back of the plan rather than in the cockpit, I’d be worried. A pilot’s priorities are to fly the plane, remain in control, and take the passengers safely and swiftly to their destination. In the same way, as a… Continue reading 4 tips on (re-)prioritising your workload – realistically!
Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading 3 barriers to amplifying cross-functional co-operation
I spend lots of time helping people understand that the best customer experience allow the customer to form a habit quickly & easily, and ultimately helps the customer achieve value with your product. Conversely, for those of us delivering the experience, the formation of habits can be dangerous, stifling innovation, limiting new ideas, and over… Continue reading When habit stands in the way of innovation
Once again this week, I’m digressing from my usual customer experience theme to share some learnings from my experience as a customer experience consultant over the past 6 months. If any of you are thinking of venturing out into the world of consulting, here’s some tips and advice. Agree the scope BEFORE you start – In the first couple… Continue reading 6 Learnings from 6 months as a consultant
One of my current assignments is working with a maturing start-up FinTech. They’ve got a strong management team, a great product, genuinely engaged customers and excellent customer-facing people. The challenge they presently face is that of scaling the business, and with extremely ambitious growth plans, there no time to dilly dally. Documenting the customer experience,… Continue reading How to engage your success team right now
Modern businesses change often and rapidly. What you focused on 12 months ago will often evolve into a new perspective a year later. It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements. Failing… Continue reading Customer Experience Touchpoints – 5 tips on managing change
One of the most difficult things to do as a manager and leader is to implement change and make it successful. Every change needs to result in a different way of working or learning a new behaviour, and no matter how small, humans are resistant to this. So how do you make it easy for… Continue reading 6 points on how to make a change positive employee experience