Your Customers Have Changed … But Have YOU?


COVID-19 has changed the way customers engage with you. The new customer has different wants and needs, and the organisations that succeed understand the new customer journey and solve customer problems that really matter. In this practical session, I share three surprising ways customers have chan...

Read More

Customer Expectations Are Higher


In a post-COVID world, one of the most significant changes for any organisation is that your customers have higher expectations now. What you did in a pre-COVID world isn’t good enough anymore, and your customers now want more value, better experiences, and more options. WATCH THE VIDEO REG...

Read More

Priorities Have Changed


As we’re coming out of the worst of the pandemic, many leaders and organisations are looking to the future. But beware! The pandemic has forced people to change their goals, priorities, and aspirations – and that applies to your customers, employees, peers, and community. Register for ...

Read More

The Power of the Pivot


Many people think of disruption as a bolt from the blue that comes out of nowhere and shakes up an entire industry. But it doesn’t have to be that way. Sometimes you can make a small change in a slightly different direction. Done right, a small change creates massive opportunities. DOWNLOAD THE ...

Read More

If You Don’t Ask, You Don’t Know


Last week, I spoke at a conference in Bali, Indonesia, for a group of 1,000 business leaders and HR professionals from all around the country. I was talking about one of my favourite topics: leading through change, disruption, and uncertainty. In my briefing call with the conference organisers, the...

Read More

COVID-19 Has Made Your Customers More …


You might think you know your customers, but do you really? In the last two years – as a result of the pandemic and how it changed our lives – our customers’ wants, needs, and expectations have changed. If you’re still serving the ‘old’ customer, you might be completely missing ...

Read More

Customers On Your Side


COVID-19 has changed the way customers engage with businesses. The new customer has different wants and needs, and the organisations that succeed understand the new customer journey and solve customer problems that really matter. In this practical session, I’ll share the NEW customer trends t...

Read More

Your Customers Have Changed … But Have YOU?


At the start of every year, the consumer intelligence company Brandwatch asks people about their New Year’s Resolutions. In 2018, these were the top three resolutions: In 2019, these were the top three: So you probably won’t be surprised to know that at the start of 2020 (remember, this was b...

Read More

It’s 2022 – Do You Know Where Your Customers Are?


What do these stories have in common? Early in the pandemic, the Stadt Hotel in Sweden converted its empty hotel rooms into private dining suites, so locals could still eat out safely with appropriate social distancing. Global consumer goods giant Unilever has made a commitment not to market food ...

Read More

Treat Your Customers Like Partners


In 2020, Sandra Choi, creative director at designer footwear company Jimmy Choo, launched a competition for fans to design their own fantasy shoes. Anybody could submit a sketch to Choi, who posted her top ten choices on Instagram and asked the community to vote for their favourites. After almost 2...

Read More