It’s easy to get very excited about increasing efficiency through digitalisation, automation and AI.
But in the excitement we can forget that by ‘increasing efficiency’ what we are really trying to do is reduce ‘waste’, or to put it better, ‘wasted effort’.
“The most successful forms start with identifying what is on the outside that they need to interact with and then working their way back into finding the form that best suits their external purpose.”*
I’ve been having a problem with “employee engagement” for a while now. It’s a similar problem to the one I have with “customer experience”.
The right metaphor can get to the heart of your promise faster than a speeding bullet, creating an instant bond between you and the people you want to serve.
Once upon a time, a long time ago, I had clothes to wash.
Not everyone wants what you could do for them.
A map of the world that does not include Utopia in it is not worth even glancing at…
When Blue Rocket Accounting and I started working together, they had a different, very traditional name, based on the surnames of the founding partners.
Too close to see
If your business was a board game? What would it look like? What should it look like?
Erosion and deposition
When you run your own business, the way things get done is driven by what you expect of yourself. Or rather, what you think a customer should be able to expect if they do business with you.
Off the peg or bespoke?
This is how trust gets eroded.
The 80/20 rule
We tend to think of bespoke and off the peg as very much an either/or option. Not just in clothes.
Years ago, a coffee shop - an offshoot of a well-known brand - opened in the middle of my local shopping centre. It had a nice old-fashioned feel, reminiscent of a cafe from the ‘30s, with wait staff and a long bar where coffee etc. was prepared. Of course I tried it out.
“How do I get my people to think like an owner?”
I wrote a blog for you on Friday, but it didn’t go out to you.
“I can see you’re waiting, why don’t you use the self checkout?” asked the shop assistant.
“Because I don’t want to leave the store angry.”
May 2019 bring everything you wish for.
I’ll be back on the 1st January.
Don't let the wrong one in
If your service is at all complex, stories make it much easier to explain your value.
Paying is part of the experience
Your time is valuable.
Your prospect’s time is even more valuable.
So if you’re not right for them you need to let them know as soon as possible.
I vividly remember the butterflies in my stomach as I handed over the cash. It was a lot of money to pay for a book - £40, when a paperback cost less than £1.