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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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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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...

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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 their say in online forums, and of course they do – with comments like this: “From building face to building face, all ...

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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 of our ageing population, but this also creates more competition and choice for clients. This is true in many industries, and it’s no...

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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? ...

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What Customers Really Want Now


In the past, business was easy: Find out your customers’ problems and figure out how you can help solve them – better than anybody else. But that has changed, because customers have changed. Customers today expect far more from you than just solving their problems! To be fit for the fut...

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Do You Know The Motivation Behind Their Behaviour?


It’s easy to react to somebody’s behaviour, but do you make the effort to understand the motivation behind their behaviour? This is the skill of “social intelligence”, which the Institute for the Future has identified as one of their top 10 skills for the future workforce. ...

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That is None of Your Customers’ Business (But THIS Is!)


Henry Ford was said to have quipped (although this is an urban legend), “If I had asked my customers what they wanted they would have said a faster horse.” More recently, former Apple CEO Steve Jobs echoed that sentiment when he said, “It isn’t the consumer’s job to know what they...

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