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Being Customer Focused In 2021. What Does It Actually Mean?
With the hurdles that 2020 delivered, how does a customer-focused approach adapt where there is strength in conviction and the ability to stand shoulder to shoulder with others? Let’s look at what it...
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How Adapting As You Go Can Work For You
Even when goals are refined and written down, the process of getting there can often look unclear, especially when living in the moment. Business books advise us to have long terms goals and an...
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How To Encourage Participation During Research
When people open up and participate, research creates conclusions and findings that present a true picture. To recognise the point of view of a customer, you have to listen and observe, before you...
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Watch out for the Cookie Monster
Cookies, GDPR and spreadsheets: Three conversation-stoppers. Pause for a moment’s consideration and I see a common theme: Respect, or the lack of it. Corporates are asking their customers to literally...
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Market Research to User Researcher, via Floristry
Introducing Amy Hunter. A qualitative researcher, her natural conversational skills inspire participants to surface their thoughts and feelings. I caught up with Amy to explore her journey from market...
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Who is Responsible for Customer Experience?
Last month McDonald’s announced a new customer experience team, headed up a ‘Global Chief Customer Officer’, Manu Steijaert, placing marketing under the remit of customer experience. This is...
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Recognise noise to improve UX clarity
It is said that Archimedes, on stepping into a bath, noted the water rising as he lowered his body and thus discovered the law of hydrostatics. As legend has it, he then leapt from his bath and ran...
View ArticleWhat do you think about your customers?
Our natural human behaviour dictates that, when it comes to our perceptions of our relationships, we create a narrative about the other person/group of people, which is external from what is actually...
View ArticleWhen being people-focused fails
“We make sure people are at the heart of everything we do”. This is Qantas’ claim on their Cabin Crew recruitment page. And so they should. Qantas’ in-flight customer experience is exceptional, because...
View ArticleThe digital head and heart test
“Tell me your details and we’ll get you booked on…” – the words of an eager booking agent, after I’d resorted to picking up the phone because their website did not answer my question. I was trying to...
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