by Dr Ken Hudson | Aug 21, 2018 | Customer Experience, Disruption, Exponential Thinking, How to become a creative leader, SME's
Do we need some new thinking around the customer experience? Should we be thinking about enhancing the customer experience as a series of ‘S’ Curves? S Curves (short for Sigmoid Curves) were popularised by management writer Charles Handy. He writes, “the...
by Dr Ken Hudson | Aug 7, 2018 | Creative Problem Solving, Customer Experience, Disruption, Employee Experience, How to improve your Sales & Marketing, SME's
Is your customer expectation gap getting bigger? My daughter showed me a new app she has been using called Shazam. It is quite amazing as the app can recognise any song that is being played on the radio for example. I loved it. I started thinking of other applications...
by Dr Ken Hudson | Jun 30, 2018 | Customer Experience, Employee Experience
Net Promoters Score – yes and … The net promoters scores has become the most popular customer metric used by leaders in medium to large organisations. it was developed by Frederick F Reicheld from Bain & Company and made famous in a 2003 HBR article....
by Dr Ken Hudson | Apr 23, 2018 | Conference Speaker, Customer Experience, Employee Experience, How to improve your Sales & Marketing, SME's
Thank You! That’s right. It’s when the consumer, customer or client says thank you. It could be Thank you for: – solving a problem I have – anticipating a need – listening to me – going out of your way to help me – doing...
by Dr Ken Hudson | Jun 22, 2017 | Customer Experience, Disruptive Innovation, How to grow your Revenue, How to improve your Sales & Marketing, How to innovate in a fast, simple and low risk way
Small changes over time – add up I found this corner of a book store I recently visited. In this corner were the best sellers of the store. This is a classic example of a 1x Innovation. It’s a small, almost quiet, gentle nudge. The corner of the book store...
by Dr Ken Hudson | Apr 26, 2017 | Creative Thinking Techniques, Customer Experience, Disruption, How to accelerate idea generation, How to become a creative leader, How to run an awesome Brainstorming Session, Workshop Facilitator
Enhance & Accelerate your Design Thinking Process I am a great fan of Design Thinking. For those that are not familiar with this approach to problem solving or Innovation i will use the definition outlined by The Interaction Design Foundation: ‘Design...
