To be completely cured

“To be completely cured of newspapers, spend a year reading the previous week’s newspapers.” – Nassim Taleb


Friday Customer Experience Pack

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week.

Jeanne Bliss reflected on the death of Ingvar Kamprad from Ikea with some comments on the ‘clarity of purpose’ at the company, and how that had driven success.  Lots of people have mixed feelings about the Customer Experience at Ikea, but like the McDonalds of furniture, customers always know what they are going to get and the standards I have seen in the UK are always exacting.

I loved this post from Peter Simoons about getting the right focus in order to improve CX – his example of being refused entry to an airport lounge was excellent, and the lack of focus on his experience caused him to seek another supplier for his needs.

The ever-brilliant Lolly Daskal dropped this great article about why leaders crash and burn, if you are in a Customer facing leadership role, there is some good advice for being successful here.

Finally, Shep Hyken blogged about the customer service gap, firstly between you and your competitors – and then between what you think you are doing and what your customers think you are doing.  This second gap is the reason that I subscribe to the notion of walking the customer journey regularly and frequently, so you can test that experience and learn from it.

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.


January Review

Monthly Blog Review: It’s been a month since I decided that I would take a focused stab at blogging on a regular basis and build the traffic back up. In parallel, I wanted to cultivate the habit of writing and posting daily, moving away from the ephemera of social network posts and move towards owning my content more.

One way for me to check in on my progress is to review myself, out loud, on a monthly basis. So, how did I do?

  • Posts in January: 32 posts
  • Top Post: Working Out Loud Circle – Week 2
  • Words Written: 9556
  • Average per post : 299
  • Page Views: 342 (previous monthly high 137 in October 2012)

It’s a start, and I’m keeping on, keeping on.  Next review in March.


Between Stimulus & Response

Between stimulus and response there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom. – Viktor Frankl


Slide for more hard sell

Brilliant Home Page concept & execution :


Heavy Rotation – February 2017

An occasional look at what media and music I have on heavy rotation. See previous editions here.

January is typically a poor month for new music, but I have found a few decent albums to keep me warm through the greyest of days.

  • Glen Hansard / Between Two Shores – This isn’t my favourite album from the former Frames frontman (this is), but these melancholy songs are still excellently written and performed. Looking forward to seeing him live next week.
  • Nils Frahm / All Melody – Beautiful, beautiful, beautiful.  From a purpose built studio in Berlin emerges this stunner. Intricate, electronic, organic and all about the melody.
  • Jonny Greenwood / Phantom Thread (O.S.T) – I haven’t seen the film, but this soundtrack is amazing. Puts me in mind of a 1940’s romance, swelling strings and an orchestra just behind the curtain.
  • Carter Burwell / Three Billboards Outside Ebbing Missouri (O.S.T) – Great film, bound to win tons of awards, this reflective and gentle soundtrack is a great way to recall the mood of the movie.
  • Turin Brakes / Invisible Storm – Eighth studio album for one of my favourite duos, nothing groundbreaking but a decent album with some slightly different styled tunes to their usual.

All album links in here will take you to Spotify. Let me know what I should be listening to in the comments.