Look Beyond Your Hierarchy
New York City, like many other large cities, is the home to many cyclists – about 200,000 a day, according to the city’s research. Most
5 November 2019
Blog
Are You Really Solving Customer Problems?
I was recently in Melbourne, delivering the opening keynote presentation at the AHRI (Australian Human Resources Institute) National Convention. These are senior leaders and managers
30 October 2018
Smart Places – A Competitive Advantage for Location Brands
We tend to think that everything is moving online and digital, but that’s not always the case. It might be true that we don’t buy
11 October 2018
Help Customers Help Each Other
In May 2006, a Malaysian IKEA fan who goes by the pseudonym Jules Yap started the Website IKEAhackers.net, posting interesting examples of IKEA customers who
9 October 2018
Know What Problem You Solve
Jaime Casap, Google’s Education Evangelist, said this: “Don’t ask kids what they want to be when they grow up. Ask them what problem they want
14 August 2018
Ask For Customer Feedback Sooner
As a young software developer working for a small software company in Perth in the 1990s, I was involved in building some of the infrastructure
31 July 2018
Customers On Your Side
There’s a lot of buzz about being more customer-centric, but most experts and advisers miss the most important element of customer-centricity. Without it, you will
10 July 2018
Turn Your Customers Into Innovators
In Auckland, there’s some discussion now about building a light rail system. Like many topics that are open for public discussion, interested residents can have
3 July 2018
Create Experiences, Not Just Products and Services
I was speaking at an aged care leadership conference about the challenge of increasing competition and client choice. The aged care industry is growing, because
17 April 2018
Are You an Apple or Google When Dealing With Customers?
Apple and Google are both customer-obsessed, but they have different approaches and attitudes to their customers. Which approach is more likely to make you future-proof?
20 March 2018
