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10 ways to check if you need a new value proposition
Value like beauty is contextual; it’s in the eye of the beholder. It depends not only on functional, rational factors such as price, security and speed but also on emotional factors such as, ‘what’s...
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Don’t listen to your customers
“Why?” is a child’s favourite question. Answers to her persistent “why?” teach her deep lessons about the mysterious world of grown-ups. Yet she never runs around asking “what?” She can already see...
View ArticleA greater purpose
Woosh! Here comes the wave that is reframing business across the globe.As customers, we are leaning away from being passive consumers. Our new, discerning behaviour is giving us the power to become...
View ArticleHow push to pull is changing your business forever
I’ve been talking for some time about businesses moving from a push model to a pull model but what exactly does that mean, how do you know it’s happening and what can you do to make the transition...
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How to create emotional value for attracting and keeping customers
In the move from the old world of ‘Push’ to the new world of ‘Pull’ – see my last article ‘How push to pull is changing your business forever’, we need to stop interrupting customers with offerings...
View Article7 barriers that stop you from truly understanding your customers
Most companies talk of placing customers at the heart of their business, yet very few actually do. I explore why understanding customers is so difficult and why it is so vital.I was with a customer...
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Why companies lose customers as they get bigger
Today I’m going to look at how, by neglecting the natural lifecycle process of an organisation, companies risk damaging their customers’ trust.Companies are born, they’re established or formed, they...
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Do you care more about your Products than your Customers?
I regularly find myself telling clients a simple but very important truth: that they care much, much more about their products than they care about their customers.And it’s always interesting how...
View ArticleImagination, insight and empathy. 3 keys to customer intimacy
Everyone talks about being customer centric and developing better and deeper customer relationships, yet few become truly outstanding. Here I’m going to explore the key inputs to developing customer...
View ArticleNew ideas and innovation: hiding in plain sight?
What if businesses could learn to see the world differently? In science, this is something that happens every day. Changing your perspective in order to understand a problem in a new way is part of the...
View ArticleYou don't bring me flowers: the truth about commoditisation
In many industries, commoditisation is something to be feared. It turns propositions that were once unique and valued into generic, low-margin products and services. Yet in sectors that seem...
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No more baby birds: the rise of customer power
Think your customers are out there, passively waiting for you to bring them the next juicy morsel of product? Think again. Today’s business-to-business customers are more likely to be busy comparing...
View ArticleSensing me sensing you: don't leave customer experience to big data
Our senses take in vastly more information than our conscious minds. Successful companies get this: they know that our experience of a company or product or service is about so much more than just the...
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Romance, love and the customer experience
We are delighted to publish this article by our guest blogger, Simon Robinson, co-author of Holonomics: Business Where People and Planet Matter.ONE OF THE MOST AMAZING STORIES ABOUT ROMANCE, LOVE AND...
View ArticleThe Future of Marketing - it has to be more than just selling stuff
Fast Company magazine asked a range of 'leading lights' in the marketing industry for predictions on how the marketing landscape would evolve over the next 5 years. I was a bit disappointed.Most...
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Fix the sales problem!
Our friend, Dave Brock, has written this excellent piece that concurs with what we find when we are asked to look at sales problems...that it's generally not a problem with...
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Context is king for building stronger customer relationships
The more we know about a customer’s context, the more meaningful and mutually beneficial our customer relationships can be. Marketing content in the absence of customer context will lead to wasted...
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Why Am I Talking?
In our interactions with others, we will sometimes find that there is a shift in the power balance between us. Often this shift leaves us feeling uncomfortable, as if something went wrong. For example,...
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What business can learn from Banksy's Dismaland
I was one of the lucky few to visit Dismaland during its five-week run in the UK. Designed by the artist Banksy and well-chosen artist collaborators, this anti-establishment theme park was dubbed ‘a...
View ArticleDon't value yourself? Then you can't value customers
You are how you feelBusinesses are like people. The way they behave is directly linked to their sense of self-worth, or value. So for your customers to have a positive experience, your business needs...
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