Tag: customer experience
Would You Still Collect the Data If You Could Not Use It?
Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?
Does Your Digital Service Respect Your Customer’s Attention?
Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?
When Does Customer Engagement Become Customer Engineering?
Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?
What If My Customer’s Behaviour Wasn’t Part of My Business Model
For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model
Why Do We Assume Organisations Need To See Everything?
Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary… read more Why Do We Assume Organisations Need To See Everything?
Why Does Every Digital Interaction Leave a Trail?
Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most… read more Why Does Every Digital Interaction Leave a Trail?
Why Am I Expected to Trust Everyone?
Every person knows this feeling. You book a holiday. You open a bank account. You use a mobile app. You… read more Why Am I Expected to Trust Everyone?