This week our customer experience expert, Daryn Mason, looks at the challenges facing businesses as they adapt to new business and consumer behaviours. Today he looks at how Uber has a lesson for all organisations trying to align their goals with core customer needs. I admit it. I’m addicted to Uber. From a customer experience...
This week, our Customer Experience expert Daryn Mason looks at the challenges for businesses meeting the needs of customers as societies and technologies evolve. Today he looks to the past and finds lessons for the present day. Over 2,500 years ago a prolific Chinese military strategist, Sun Tzu, wrote The Art of War. This became...
Customer experience is fundamental to the success of any client and consumer facing business. Our expert, Daryn Mason, introduces himself along with the key challenges facing organisations today. Tell us a little about yourself and your background I’m passionate about customer experience (CX). I speak, write and advise on all aspects of the subject from...
by Adam Gray | @AGSocialMedia | LinkedIn Social media sometimes provides interesting insights into the human psyche. How people, despite their own experiences, sometimes fail to see and believe what’s going on. Whilst travelling to Canada I had an experience of this which made me smile and made me think about how so many people...
by Tim Hughes | @Timothy_Hughes | LinkedIn We were called in to see a prospective customer the other week by the marketing director and were told we needed to meet the marketing manager. “I don’t know why you are here really” said the marketing manager, “we are already social selling!” “Are you?” was my reply....
by Tim Hughes | @Timothy_Hughes | LinkedIn While sitting in the speaker lounge at the recent sales hacker conference, there was a conversation that I see many times on-line and off-line. It usually revolves around the fact that people think that “social selling means selling over social”. Put it another way, somebody sends you a...
By Peter Springett | @PeterSpringett Today’s content strategy blog post is a tale of two new cameras. First of all, Google Clips, a tiny ‘always on’ device that uses machine learning and artificial intelligence to take photos automatically throughout the day, serving up the best images to your mobile device. In the opposite corner, the...
In this Tim Talks video, Digital Leadership Associates co-founder Tim Hughes discusses the opportunities and risks of AI in the work place with Neill Horie (@NeillHorie) and DLA’s AI expert, Katie King @katieeking. In the conversation they share ideas on how AI will impact an organisation. For example, how AI can be a unifying technology...
by Tim Hughes | @Timothy_Hughes | LinkedIn I was reading a LinkedIn post (in fact several) by my friend Patrick Kitchell where he made the following statement. “I for one will ask for my personal data the first day of GDPR”. This got me thinking and now it’s something I will certainly be doing. Will your...
by Tim Hughes | @Timothy_Hughes | LinkedIn One area of the modern buying process that often isn’t discussed is the last “33%” of the buying process. What do I mean by that? We often hear the CEB research that buyers are 57% of the way through the buying process and at 57% they contact a...
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