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360 degree experience

Nike know a fair bit about branded experiences.  My new iPhone came with Nike + pre-installed.  Usually this would not be relavent to me, my default setting being couch-potato.  But for one reason or...

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IT chalta hai

“Hearing the words ‘I LOVE this…’ from a client is a magical thing”  So tweeted Graham Smith. Now how often does “the business” say that that to IT?  Rarely I guess.  Why is that?  Why doesn’t...

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How can I trust you if I don’t understand what you are saying?

Innocent are a great brand.  They’ve got a great product, but they also know how to connect with their customers.  From the packaging and beyond they come across as natural and friendly.  Watching this...

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Letting go is the hardest thing

Tim Brown from IDEO gave the audience at his TED Talk a simple exercise. He asked the audience to draw a picture of the person sat next to them. He gave them a minute to do so. He then asked them to...

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Rout me a parcel

Graham Charlton wrote a great blog on eConsultancy a couple of days ago on how on-line retailers are managing customer expectations. (Or not as the case may be). He takes it as far as the check out,...

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Smart meters. What will happen Vs. what could happen

Smart meters are the Next Big Thing at the Energy companies. Over the next 11 years every household in Britain will receive Smart Meters, one for gas and one for electricity. This project will be one...

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Bringing agility into the customer experience

This is the presentation I gave at the Customer Experience Management for Banking and Financial Services on Tuesday. I’ll write up a synopsis of conference when I get a chance – there were some great...

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How the retail banks are addressing customer experience

A few weeks ago I attended the Customer Experience Management for Banking and Financial Services conference, presenting on driving agility into your customer experience.  There were some great...

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There’s nowt so queer as folk: dealing with complaints and difficult customers

There’s nowt so queer as folk. So said a Yorkshireman following a usability test where the participant was just plain awkward.  We wanted feedback on the flow through a check-out process, but this...

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Is good design to be equated with functional?

Musings on my past, good design, functionality, ergonomics, customer experience, taps, light switches and a juicer. Is good design to be equated with functional? That was the question. For the next 40...

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