Category: Customer Experience

I’m calling BS on the notion that the economy is causing the retail sector to die

Estimated Reading Time: 5 minutes

What’s Killing Retail?

Quick, get the defib, this puppies dead, pupils fixed and dilated. What’s dying is the business model that bad leaders hold tighter than their quarterly earnings. In a lot of instances, our retailers are only alive due to diligent corporate CPR.

What made you relevant last year, won’t make you relevant this year.

The daily list of retail obituaries brings a tear to my eye. Jobs have been lost, money’s been lost and worst of all – a dream has ended – a dream that started with an entrepreneurial spark.

Continue reading I’m calling BS on the notion that the economy is causing the retail sector to die

Positive Story: Canva – What can we learn from this ($49 Billion) great Australian company?

Estimated Reading Time: 4 minutes

“What if we made design easy for everyone?” And just like that, the online design platform reshaped the game.

Design used to mean either paying a hefty fee to a pro or wrangling complicated software, Canva came in and disrupted the game. Here’s how they continue to disrupt and innovate.

Continue reading Positive Story: Canva – What can we learn from this ($49 Billion) great Australian company?

Porsches Product Development Secrets: How Porsche Builds Unmatched Customer Loyalty

Estimated Reading Time: 4 minutes

I feel very fortunate to be able to drive one of these cars and to be involved in the community. I have personally experienced the brands passion and unwaivering commitment to their owners. Here is a quick post of what I have seen how Porsche are Porsche. Their approach to product development is a powerful example of putting customer experience at the core of innovation.

This iconic brand doesn’t just create high-performance cars; it creates a lifestyle that resonates with customer desires, passion, and identity. Here’s a closer look at three key ways Porsche turns customer experience into unforgettable product development.

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Have You Ever Missed Christmas?

Estimated Reading Time: 3 minutes

Have you ever missed Christmas?

It’s a deadline. A deadline for millions of people.

Have you ever heard someone say.. “Sorry kids, missed it. Took longer than estimated to organise so we will have to reschedule’?

No, neither have I.

I know this is a sad insight into my brain but for the sake of furthering leadership I’ll take the hit… let’s look at Christmas as a program of work… a collection of complex projects… millions of projects, billions of dependencies, complex supply chains, global distribution, purchasing, budgeting, resourcing… and no ‘boss’.

So how can billions of people achieve the delivery of their Christmas projects, on time, on scope – (roughly within budget)? It’s the biggest program run every year – and there is no overarching governance, no overarching assurance, no status reports… all we have is trust – entrusted leadership, inspiration, and an emotional commitment to deliver.

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I’m Worried About Customer Experience

Estimated Reading Time: 4 minutes

Customer experience is the latest buzz word, as popular as … a cold beer on a hot day… and rightly so, delivering what your customers want in a saturated market place is a smart way to stand out and compete, that’s exactly why I created Emotional Based Design… a tool for everyone to do just that.

But… Continue reading I’m Worried About Customer Experience