To all the research and design misfits

Cognitive diversity has never been so important. If you can see patterns in complex information, use deep empathy to research and understand the needs of others, and coach agile innovation teams to be vulnerable, without burning out – then your skills have never been more valuable than they are now. Cognitive diversity is just different … Continue reading To all the research and design misfits

2020: A new decade of service

I hope we’ve left The Experience Economy behind. I’m tired of Customer and Employee Experience. It was good while it lasted, in that it renewed everyone’s focus on the importance of the customer and the employee in any service. But the outcome of a decade of experience programmes has been some cosmetic change, but not … Continue reading 2020: A new decade of service

The complex world of early interventions

The economics of early intervention are obvious to everyone, with examples all around us. “A stitch in time saves nine” is a well-known trope because it speaks to a simple logic. If you don’t intervene early with a tear, that tear will increase in size, leading to more cost to repair. Or, in our fast-fashion … Continue reading The complex world of early interventions

Hostile experiences

I once had a London theatre client who discovered that their ushers, who’d been working in the role for years, had gradually taken it upon themselves to hunt down people who were trying to sneak in at the interval. The number of people doing this was tiny, perhaps under 1%, but the ushers saw their … Continue reading Hostile experiences

Serve don’t sell

I’ve said it before and I’ll say it again. We’re moving into a retention economy, away from an acquisition economy. That squeeze on marketing budgets? All those tough ROI questions that never used to be asked about advertising retainers? Guess what? Organisations aren’t as accepting of the leaky bucket any more. Because customers aren’t. The … Continue reading Serve don’t sell