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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The #1 Thing That Trips Up New Products


In the next three weeks, I’ll be speaking at conferences across many different industries – including insurance, food & beverage, surveying, manufacturing, and real estate. They all want to know how to predict what new products and services to offer their customers, so they can stay ahead o...

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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 to solve.” You might be caught up in your day-to-day work, constantly trying to keep on top of everything and fighting all the everyday challenges i...

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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 of the early Internet. Our company was subcontracted to STC Submarine Systems, which laid telecommunications cables along the seabed of the world’s ocean...

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Better Than Referrals – Share the Customer Experience


In the highly-competitive world of financial advice, financial planning businesses must work harder than ever before to attract new clients. This has become especially important since recent changes to the industry in Australia, where advisers have to charge a fee for their service (rather than ear...

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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 almost certainly be disrupted by competitors inside or outside your industry. Listen To the Episode More Resources The Fit for t...

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