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I write to disrupt your thinking. In these blog posts I try and challenge, stretch and inspire new ideas & conversations.

Enhancing the customer experience – one S curve at a time

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 sigmoid curve...

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The Idea Generator

Tools to generate big, new ideas Just over 10 years ago I wrote a book called The Idea Generator (Allen & Unwin). The book contains various tools to help individuals, groups and teams to create new ideas. I have tested all of these idea generation tools with leaders...

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Do you have a customer expectation gap?

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...

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Who do you bounce ideas off?

Who do you bounce ideas off and How do you ask people for help? These are great questions particularly when most work today is done in groups and teams. To answer these questions remember the word 'DATE'. D - Diversity Ask people who have a different perspective, set...

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Net Promoters Score – yes but …

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. There are many...

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How to develop an everyday creative thinking habit

How to develop an everyday creative thinking habit Let's agree that creative thinking is an ability we all possess. Remember when you were a kid and you could wrestle with dragons or imagine yourself playing soccer for example in front of thousands of people? You...

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How to switch on your creative thinking

Switch to another pattern Want to switch on your creative thinking? Here's how. We tend to think, feel and act in patterns. These patterns self-organise as a result of our past behaviours, experiences, beliefs and expectations. This is efficient but not very creative....

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What’s the ideal consumer response?

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 something unexpected - understanding me ... I...

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Creative Thinking Example Number 8

Want to generate amazing new ideas? Want to develop your creative thinking skills? You can wait for inspiration to strike you or you can go and search for new ideas. Hint. Choose the latter. It's an exercise I always give my graduate students and workshops with...

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“Imagination @Speed is more important than knowledge (with due deference to Mr Einstein).”


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