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...

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Your World, Redefined – A Day In Our Life in 2025


Right now, in early 2022, it’s easy to put all our energy into wrestling with the COVID-19 pandemic. That’s important, of course, but we’re also seeing many other significant, profound, and exciting changes in our world. Here’s a small glimpse into how our daily life might look just a few y...

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The #1 Thing You Can Do Stay Relevant in 2022


As we’re starting a new year and looking ahead to yet another of our annual round-trip voyages around the sun, there’s no doubt we will still face a lot of uncertainty during the next few months (years!). A lot has changed in the last two years, and we should expect a lot more to change in the ...

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Understand the Future Customer Journey


I remember speaking at a conference in Brisbane to a group of CEOs of private hospitals 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 were...

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More Customers Want a Faster Experience


I went to breakfast last week at a restaurant that provided QR codes for ordering directly from the table. Each table has a QR code on it, which you scan with your phone, and it takes you to their online menu. You choose what you want, pay with Google Pay, and the order goes directly to the kitchen...

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Customers On Your Side


COVID-19 has made your customers re-evaluate what matters most to them, and your customers now have different wants and needs. In this interactive session, you’ll learn the key drivers for your customers now, and discover how to carve out a competitive space for a new customer experience. You...

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Customer Priorities Have Changed


When I speak to healthcare groups about the future, I often talk about the use of robots for care and support. For example, the Paro robot seal in aged care facilities provides support and comfort for older people, and “Stevie” is an interactive robot that’s brightening up aged care homes: A...

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Better Than Referrals – Share the Customer Experience


A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know what they want – make sure you continue to keep in touch with them. This is not just for loyalty purposes. It can also be ...

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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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