Are You Neglecting The Most Important People In Your Network?


One of the biggest consequences of this topsy-turvy year is that everybody is re-evaluating their priorities. In times of crisis, we all re-examine what matters most to us: who we care about, whether we’re in the right job or career, where we want to live, and so on. This is also true for our...

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Ask Your Customers (It’s Lucky the Boston Symphony Orchestra Did)


If you were a symphony orchestra that wanted to boost audience numbers, what would you do? The Boston Symphony Orchestra (BSO) had this problem, and tackled it with the most obvious solution first: Get more people through the door, let them enjoy the orchestra experience, and that would turn that i...

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What Customers Want Right Now


A few years ago, I took this photo in the Qantas terminal at Sydney domestic airport, showing big advertising banners for GoToMeeting: At the time, I thought, “Wow! That’s interesting – Qantas is happy to accept advertising from a competitor!” Of course, Qantas didn’t...

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Your Future Customer Has Different Priorities


In 2015, when I spoke at the Australian Private Hospitals Association conference, I spoke about TUG, an autonomous robot that moves around a hospital, carrying food and equipment to wards. In March this year, when I spoke at the ITAC (Innovative Technology in Aged Care) conference, I shared some o...

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Solving Customer Problems? That’s Not Enough Anymore!


As a futurist, I’m often asked by business leaders how to stay ahead of their competition in a fast-changing world. Many of these leaders think it’s about embracing some new technology, understanding some future trend before anybody else in their industry, or creating an innovative prod...

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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 of those cyclists take their bicycles home safely every day, but a small percentage of those bicycles are abandoned, tied to cycle racks, fences, and raili...

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Understand the Future Customer Journey


A few weeks ago, I was in Brisbane speaking to the CEOs of private hospitals in Queensland about the future of healthcare. These are smart, savvy, experienced people who know healthcare is changing, know they need to change as well, but don’t know exactly what to do. But I know some of them w...

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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 in the HR space in Australia, and one of the questions they ask is: “How do I make sure that HR stays relevant in ...

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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 music in CD stores anymore, or that we hold a business meeting in an online conference room. But there are some things we still do in “real life” to interact wit...

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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 assembled their furniture in creative and innovative ways. Before long, the site became the leading community for IKEA fans looking for inter...

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