The Concierge: Luxury or Commodity?

‘Get our credit card and we’ll give you free ‘Concierge’ service; sign up for our premium bank account and we’ll help you arrange your life beautifully, buy a VERTU and concierge comes for free … and if you’re in the
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Insights on Beer, Vinegar and Customer Experience

I have come to believe that we are all spinning our wheels in our efforts to change until we learn to understand and embrace our irrationality.  I watched anotherDan Ariely talk this weekend and he shared an analogy that really helps illustrate

The power of storytelling

“A great lasting story is about everyone or it will not last. The strange and foreign is not interesting–only the deeply personal and familiar.” ― John Steinbeck In the Connection Economy, the economy within which we now live, a good

Smaller difference and different reasons for buying

One of TomorrowToday’s best associates is Markus Kramer. Until recently, Markus was Global Head of Branding at Aston Martin and before that worked for other luxury brands, including Harley Davidson. He is a true world expert on luxury brands, and

What’s Your First Impression?

Its an old adage: You only get one chance to make a first impression. In the 21st century world, where your company’s reputation is fragile and customers fickle, you need to do everything you can do to create the best
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Boomer purchases and Gen Y coolness – Get Boomers to spend by impressing their kids

I was recently in a conversation with a dealer principle in a motor dealership.  He recounted how many of his sales people have a two stage process to the purchase of a car by a Baby Boomer. The Boomer comes

Designing a SMART Customer Experience

The digital world has disrupted our marketing worlds and changed the way business communicates with its customer. Social media has opened the door to two-way conversations, data gives us a better understanding of our market and mobile makes our message

The $27,500 rifle that never misses

TrackingPoint makes s $27,500 smart rifle that doesn’t miss it’s target even at a 1000 yards. The Texas based business is backed by $35 million in funding from founder John McHale, his buddies and Austin Ventures. The rifle’s smart system is
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The real place – where the work is done

Do you go to the real place to understand the changing trends affecting how people live, work and play? The Japanese have a term called “genba” which refers to the real place or where the work is done. For some

Today’sTransformers: Hointer & Nadia Shouraboura

“We write code, play with robots, experiment with tensioned tubes and cables and drink lots of Red Bull,” says Nadia Shouraboura CEO of new start up Hointer a retail store that combines technology and with traditional shopping. It’s the ultimate in high-tech,

“Minority Report” type marketing misses the point of the Connection Economy

Scanning cameras lock onto John Anderton’s face as he walks through a shopping mall. Using facial recognition technology advertisers clock his presence and begin an invasive barrage of “personalised” advertisements designed to entice, cajole and convince him to purchase the must have

When social media turns on you (don’t blame the messenger)

There will lots of chatter again about whether social media is a good thing or not after JP Morgan had to abandon a planned Twitter Q&A yesterday. The bank had invited people to tweet questions to them using the hashtag

Quality is defined by the promise your customers need you to make

How would you define quality in your industry? What is it that your company strives to perfect and on which that can be better than anyone else? And I wonder how much money, time and effort is spent on getting
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What Happens When The Plan Cannot Be Implemented?

Retail is a cut-throat, competitive and unpredictable environment, but it really isn’t any different to all business because generally the rules for success are changing in all industries and markets around the world. I am just using retail as an

Podcast: The Customer Experience Show – Secrets of Successful Multi-Generational Work Cultures

Dean and myself were interviewed by Michelle Romanica on the Customer Experience Show on Blogtalk Radio. It was a great show, with some fascinating insights into multi-generational workplaces. The blurb of the show says: In their work, Graeme Codrington and
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What Impact Will Mobile Marketing And On-Line Shopping Have On Stores?

At TomorrowToday whatever we talk about is done so within the context of how the world is changing. There has been much written about this within the TomorrowToday stable.  About how technology, institutional change, demographic change, the economy and social

When will they learn that we live in an age of transparency?

This is a bit of a nerdy blog post. Or as we say in the UK, I am being an anorack. But I’ll declare that I am a fan of Elon Musk, of Tesla, and a media skeptic (all will

Tomorrow’s Retail – using data to help customers (not scare them)

Our UK Strategic Insights team has recently released a report on “Tomorrow’s Retail” – and it’s now available for you to download. It’s filled with fantastic insights – like this one… What if a retailer could anticipate what a customer

Tomorrow's Retail – using data to help customers (not scare them)

Our UK Strategic Insights team has recently released a report on “Tomorrow’s Retail” – and it’s now available for you to download. It’s filled with fantastic insights – like this one… What if a retailer could anticipate what a customer
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Tomorrow’s Retail – using data to help customers (not scare them)

What if a retailer could anticipate what a customer needs before they even realise it themselves? US store Target, famously got into hot water when it used analytics to predict when customers were pregnant in order to benefit from their
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Tomorrow’s Retail – Available Today!

Today we launch our new Tomorrow’s Retail report and we hope you take the chance to download and read it. And please don’t think that if you don’t work in retail, it’s not for you.  One of the things we

New ways of working – the revolution is still rumbling along

It was the early 1990s, and a new generation had started entering the world of work at just the time that personal computers were creating opportunities for significant change to the way the workplace functioned. Within just a few years,
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Fly Emirates: How an Airline gets it right in all but one thing

November. Dubai. Emirates business lounge. ‘Home’. I do a lot of flying. It comes with the territory and let me say right upfront, travel is not as glamorous as it is sometimes made out to be! Any frequent flyer will
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Fly Emirates: How an Airline gets it right in all but one thing.

November. Dubai. Emirates business lounge. ‘Home’. I do a lot of flying. It comes with the territory and let me say right upfront, travel is not as glamorous as it is sometimes made out to be! Any frequent flyer will
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Do You Know the Enneagram?

If you do, then read on. If you don’t, read on too, for you will learn something about this ancient and profoundly accurate tool for understanding and engaging with the different ways in which people think, feel and intuitively ‘know’.
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The Elevator is Out of Order

I loved Seth Godin’s post this morning, it was the validation I have craved for quite some time.  Ever since I started my own practice I have been asked “what is your elevator pitch?” to which I respond “I don’t really have
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Microsoft has a new logo – how much do you care?

I don’t think I can ever remember a brand or logo relaunch that didn’t feel a little bit like the company in question had way too much time on its hands and should have been doing something better with it

Social media ‘useful for customer service’

I was recently interviewed by Adfero, the UK’s leading dedicated online news provider,  on how companies will utilise technologies like social media to improve their customer service and target their marketing better in the coming years. You can read the
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Connecting with Customers a C-suite priority and challenge

Genyses along with the Economist Intelligence Unit have compiled and excellent report on the importance of making closer connections with customers a C-Suite priority. They sight several challenges which are listed below. They’ve also created a infographic depicting the findings.

10 predictions on the Future of Marketing

Recently TomorrowToday’s International Partner Dean van Leeuwen was invited to participate as a panel member debating the future of marketing at IQPC’s CMO Exchange held in London. Advances in mobile and smart technologies have fundamentally altered the way consumers approach buying
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What next for Rewards? Exploring the future of Loyalty Programmes

Is loyalty a thing of the past? Generations X and Y are naturally less loyal, believing in instant gratification. At most, these generations are concept loyal, not brand loyal, and they have grown up cynical and jaded by the attempts

Seven Ways of Disruptive Change

At TomorrowToday we’ve been showing leaders for the past ten years how and why they need to track and understand disruptive forces changing the world of work, and most importantly what they can do to be more competitive. So I
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False Truth Hunting

As a change agent I have come to believe that the most formidable inhibitors to change are our false truths.  Each and everyone one of us have false truths that can sabotage our potential.  And our false truths are widespread
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How Important Are First Impressions?

We are all taught that first impressions are important; and that is because they are! When I train on this subject I talk about creating first and lasting impressions that differentiate you, because in a world where there is so

Wisdom and insights from Seth Godin

I am a huge fan of Seth Godin, and subscribe to his daily insights blog and emails. So many of his daily nuggets are pure gold, and I find myself wanting to share them (I do this through Twitter @workforcetrends

Ten reasons why LOYALTY is important for the future of your business

Trust and Loyalty are fast becoming cornerstones to competitive advantage in a world that is changing constantly. Reputation management – the management of trust and loyalty  – needs to be an item on every board’s agenda. If it’s not on
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Required: a revolution in retail

The retail sector has undergone immense upheaval over the last 20 years as sales have moved online and new, hugely successful entrants have changed the way we shop. Add the impact of the recession to this and the result is
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Innovation and Technology in Banking

TomorrowToday’s Strategic Insights team is working on a new study of how banks are currently using “ebanking”, digital banking and social media. We’ve already found some great examples of how the world of banking and money is innovating – from
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In the search for logic: Please help.

There must be a reason but I sure as heck can’t find it! For that matter nor could the staff of Mango. Yes, it is another airline saga and one that perhaps you can enlighten me on. The other day

Starbucks and the future of customer relationships

In November 2010 I wrote an article called “Herding Cats” that explored how increasingly difficult it is to build customer loyalty using conventional approaches and that companies who are serious about loyalty needed to focus on personal partnerships with their

Capitalising on the future face of consumer demographics

My previous blog identifies three trends driving the future face of consumers: Older, Female, Urban – It is important that business leaders understand the impact of these three disruptive forces. We have identified three critical steps to serving the needs

Three major trends reshaping the face of tomorrow’s consumer

Following a study of customers attitudes and behaviours, CitiBank declared that 75% of their customers had changed as a result of the economic turbulence of the past few years. The report’s finding was correct in one sense; the economic uncertainty
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What Having A Social Conscience Can Do For Your Brand

In January 2012 Wimpy decided to try a completely new type of advertising. They launched what they called their ‘Braille Burgers’ public relations campaign. What the campaign did was set out to write, in seseme seeds on the top of a
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Should Loyalty be Rewarded?

I wonder how many of you reading this blog have received benefits for your loyalty to a company or service? There are many loyalty programmes around today, some good and others pretty average. To me it seems such an easy

Why people follow brands on social media – insights for social marketers

I was watching a video by one of Microsoft UK’s top digital marketing strategists (you can too, it’s available on YouTube, courtesy of Digital Surrey). In it, he shows research about why people follow brands on social media. It’s very
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Why people follow brands on social media – insights for social marketers

I was watching a video by one of Microsoft UK’s top digital marketing strategists (you can too, it’s available on YouTube, courtesy of Digital Surrey). In it, he shows research about why people follow brands on social media. It’s very
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It was well intended but…Understanding the Connection Economy

I recently got ‘an end of year wish you well’ kind of email, the type that we all experience at this time of year. The email subject title was, ‘Best Regards, Personal!!!!’ Such a title is sure to grab your
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Retailers innovate in an attempt to tempt

We are well into the Christmas shopping season and most foresee a tough time for retailers in the UK.  Visa reports spending for last week was down 6.2% against the equivalent week last year, and 2.3% down over the past

Selling to Generation X: you must connect to their families – in their way!

One of the keys (not the only key, but a very important key) to advertising and selling to Generation X is to connect to their families. Gen X are the generation who were born and grew up in the 1970s
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Mind your Manners, Mind your Business

My son moved over to the USA this year and obviously embraced the norms and celebrated the new holidays with enthusiasm, Halloween and Thanksgiving being the most recent. I suppose like all holidays they can mean different things to different
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Using Social Media To Market Your Brand: The Ups and Downs

The Twittersphere is a buzz with comments on the tweets put out my @DurexSA last week, which at best were lame and thoughtless and at worst were incredibly insulting to both men and women; and all this on the eve

The Decoding of Contact Pages

You can’t call it a contact page if it’s not – what do I mean by this? So many businesses have an amazing website, which is appealing to the eye, interactive and easy to navigate, yet their contact us page
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Making Profits with Purpose Gains Momentum

While many skeptics still battle the notion that not all profits are equal, great companies continue proving that Creating Shared Valuereaps significant enduring benefits.   This movement is at front and center stage with many of our brilliant thought leaders and
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Customer Service is Perception

Delivering a consistently good service shouldn’t be difficult after all it’s not rocket science. Yet one of the most common things I hear amongst peers and colleagues is just the opposite. Just yesterday a Masters student took her research to

Lesson for bankers

The current global crisis continues to heap pressure on banks around the world to listen to customers. Whether it be service, product design and development or fees customers are becoming increasingly vocal about their bank. On the product development front

Better events – for Generation Y

I spend two or three days a week at conferences and formal, large group meetings. And it’s ever more obvious that this part of our business lives is out of date. Most of this is because events and conferences are
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Better events – for Generation Y

I spend two or three days a week at conferences and formal, large group meetings. And it’s ever more obvious that this part of our business lives is out of date. Most of this is because events and conferences are

ENTHUSIASM…………….

What a difference people can make in today’s competitive world! One of the activities I undertake in Central London is a “customer experience store tour”. An opportunity for attendees to experience the best of retailing and benchmark performance against current
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Trust Cannot be Taught, it Can Only be Experienced

The popularity of the word “trust” is at an all time high.  While I celebrate the wide spread appreciation for the significance of trust in business, it is important to recognize that trust cannot be learned through a book or

Keeping the sense of wonder in your work

I’ve had a busy and long week, speaking at five different conferences, in five different cities in five different countries. Each client needed me to customise my content, and so it’s been a blur of planes, airports, taxis, hotels, creating

Keeping the sense of wonder in your work

I’ve had a busy and long week, speaking at five different conferences, in five different cities in five different countries. Each client needed me to customise my content, and so it’s been a blur of planes, airports, taxis, hotels, creating
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TomorrowToday has an Infographic

I’m not sure there can be anyone left on the planet who hasn’t been exposed to an infographic? Wikipedia describes them as: Information graphics or infographics are graphic visual representations of information, data or knowledge. These graphics present complex information
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With conference season approaching, there are only two questions you should be asking

Traditionally, in the yearly business cycle, the end part of the year is conference season. All done and dusted by the end of November, so that December parties and holidays can be taken and people can rest, unwind, switch off,

Nostalgia: a key to creating great customer experiences

Maybe it’s because the Baby Boomers have started to turn 65, or maybe it’s because we are living in an historical epoch where we expect things to just keep changing. Whatever is causing it, nostalgia is as big as it

Designing quality into the customer experience

At TomorrowToday, we are big fans of Seth Godin. He is a genius in how he portrays thought provoking ideas. And this one on quality is a real gem. Seth correctly believes that there are two versions of quality –
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Measuring the Wrong Things the Wrong Way in Health Care

HBR has done it again, September’s issue does not disappoint!   One article in particular is near and dear to my heart and to the heart of many of my clients, How to Solve the Cost Crisis in Health Care.  Michael

Why Gen Y isn’t buying from you

Last year, I was sent this extract from an article entitled: “Why Generation Y isn’t buying your products”. I think it was originally published in the “Retail Customer Experience” magazine. It is a reasonably good insights into how we need
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A Person Who Listens to Horses Can Talk to People

In an age where we have to be able to talk to people; and all sorts of people, my feeling is that we can learn a lot from horses. Most people find them intimidating, because of their physical strength, but
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Creating Thicker Customer Experiences

With the emergence and growing momentum of Customer Experience as a strategic imperative, companies are becoming more and more passionate and polarized. At one extreme, we see companies failing to invest enough resources. At the other end we see some
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Have you ever scanned a QR Code? Do you even know what a QR Code it is?

Apparently there’s a 58% chance you’ve never scanned a QR Code (see here for Wikipedia info on a QR Code). That’s if the research done by Lab42 is universal in it’s findings. For those of you who’ve never scanned one,
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Turning the page on book stores

In much of the discussion TomorrowToday has especially in the line of customer experience (Turning the PAGE on Customer experience) we have emphasized the need for companies to be ‘more human’. What we mean by this is that companies need

Definitive proof that the government (and music industry) are too far behind

Today, the UK Parliament will pass a bill that finally makes it legal for you to make copies of your own CDs and DVDs and rip them onto your own computer for personal use (read BBC report here). You might
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When a bank has an app and you don’t, you gotta know you behind the curve

Last week First National Bank (FNB) launched smartphone apps for iOS, Android and Blackberry. This first bank in South Africa to do so. Kobus Elhers had this to say on BWTH: Technologically FNB really has no equal in the South African banking space. They
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When a bank has an app and you don't, you gotta know you behind the curve

Last week First National Bank (FNB) launched smartphone apps for iOS, Android and Blackberry. This first bank in South Africa to do so. Kobus Elhers had this to say on BWTH: Technologically FNB really has no equal in the South African banking space. They

Do we always need to delight customers – case study Abercrombie & Fitch

Abercrombie & Fitch (A&F) is an American retailer that focuses on stylish and highly sought after casual wear. It has over 325 stores locations and operates internationally. In 2010 A&F had a turnover of 3.47 billion dollars. They’ve achieved great

Do customers need to be delighted? – case study IKEA

When it comes to great customer experiences IKEA is unlikely to be a company that heads the list in anyone’s mind. And yet today IKEA is the largest furniture retailer in the world. Let’s take a look at some impressive numbers:
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Unimaginable Clarity

It is often the case that highly sophisticated knowledge exists long before it’s significance in a broader context begins to resonate and be acted upon.  There lies enormous brilliance hidden in cross fertilizing knowledge; a conscious effort to rethink our

Transformation works only when customers needs are considered

These days you can often hear about businesses “transforming”. This can either mean they are “cutting costs” (and hiding behind something that sounds more palatable) or genuinely seeking to change their business model for the good of the customer as
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Organic Strategies Drive Thicker Value

Organic food is the fastest growing sector in the food marketplace, growing at a rate of 17-20% per year versus 2-3% for conventional foods.  The demand for authentic food has been on the rise for many years primarily driven by
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Is This Simply Behavioural Economics or is Trust the Issue, or Both?

I am fascinated by how Predictably Irrational we are! And despite my awareness of it and keen eye to detect it, there are still times I catch myself falling into illogical reasoning.  When I first read about Spirit Airlines charging

Kaiser Chiefs new album takes a step up in social business

UK Indie Rock band, The Kaiser Chiefs, have taken a step up in the social business world with their latest album, The Future is Medieval. They’ve made twenty tracks available to their fans. You listen to the tracks and select

Kaiser Chiefs new album takes a step up in social business

UK Indie Rock band, The Kaiser Chiefs, have taken a step up in the social business world with their latest album, The Future is Medieval. They’ve made twenty tracks available to their fans. You listen to the tracks and select

Seth Godin on the free-gap

In his daily blog entry today, Seth Godin provides an amazingly insightful analysis of what he calls the “free-gap”. Many of us who produce intellectual capital for a living (authors, speakers, consultants, but also musicians, artists and the like) battle

Seth Godin on the free-gap

In his daily blog entry today, Seth Godin provides an amazingly insightful analysis of what he calls the “free-gap”. Many of us who produce intellectual capital for a living (authors, speakers, consultants, but also musicians, artists and the like) battle

Focus on experience – Five new scripts for competing in a world turned upside down

Script 4… The recent recession and financial crisis has been more than just an economic downturn, but a tipping point between the old and the new world of work. There is no going back and different times require a different

Latest media – future trends, the Enneagram and a profile

Over the past few weeks, Dr Graeme Codrington has been featured in a number of media interviews and profiles. Here is a selection: “I’ve Got Your Number” – The Enneagram for Sales People, cover story in ThinkSales magazine, March-April 2011

How expensive should Kindle books be?

A simple question today: how expensive should an electronic book be? I don’t mean books written for the e-book format; I am thinking of electronic versions of books originally published in either soft or hardcover. Should the electronic books be

Social buying takes flight… literally

A fantastic story in the FastCompany ezine today illustrates the tremendous potential of social buying. Groupon has already proved that using the power of the Internet to connect people with similar goals and desires together makes business sense. The company

Social buying takes flight… literally

A fantastic story in the FastCompany ezine today illustrates the tremendous potential of social buying. Groupon has already proved that using the power of the Internet to connect people with similar goals and desires together makes business sense. The company
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SAA Express…Another Oxymoron!

The first warning sign was a message informing me that my booked flight had been cancelled and I was now on a flight that departed some 30 minutes later. Not great but this seems to be something of a frequent
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One last word on Hyundai

For those of you who read my Blog post at www.tomorrowtoday.co.za written on the 22 April on customer service, which referred specifically to my experience buying an ix35 from Hyundai, I thought I would provide you with an update three

Professional speakers: How to get a speaker agent to book you more

One of the questions I am often asked is: “How do I get speaker agents to book me more?” I am asked this because I have a good relationship with many speaker agents and bureaus, and have had these relationships
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The connection economy made real by connected consumers

For nearly a decade the TomorrowToday team has been predicting the emergence of a “connection economy”. An economic era driven by the interconnectedness of entities (as opposed to being powered by the entities themselves). The most obvious realisation of this

Why a little discrimination might be useful

On the BBC news this morning there was a short report about concerns that the UK tax agency (Her Majesty’s Revenue & Customs) has sent threatening letters to elderly people demanding that they pay their overdue taxes. The letters say
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What’s happened to customer service and what is a good customer experience

Last Friday I became the proud owner of a Hyundai ix35, which was very exciting; and I am absolutely LOVING the car. I therefore cannot fault Hyundai on their product and I want to make it abundantly clear that my
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What's happened to customer service and what is a good customer experience

Last Friday I became the proud owner of a Hyundai ix35, which was very exciting; and I am absolutely LOVING the car. I therefore cannot fault Hyundai on their product and I want to make it abundantly clear that my

From customer service to customer experience

In July of 2010 I decided I was old enough to buy my first grown-up car. I began by thinking though what my lifestyle was like; and therefore what car I might need. I considered that I lived along a
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How much time do you spend on Social Media? Probably not enough!

How much time spent on your social media space is enough, too much or not enough? It’s the magic million dollar question, if there even is such a number. Certainly it helps to assess whether you even can do it

Delivering profits by delivering happiness

A few months ago I read the book Delivering Happiness by Tony Hsieh the CEO of Zappos an online shoe and clothing retailer in the United States. It’s a great read and was number one on the New York Times

Ten distinct strategies to creating profits through pleasing customers

Peter Drucker, the famous management guru, once said that “the purpose of business is to create and keep a customer.” In today’s new world of work these words are even more relevant than every before. Increased competition and pressure on
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Making Profit with Purpose for a Better Customer Experience

This podcast is expanding on our previous discussion on Customer Experience Driving Profits with Purpose. We need to continue to examine the impact the creating shared value movement offers those of us that are helping shape customer experience transformations.  One

Incomprehensible business decisions that alienate customers

Every now and again a company does something that is so incomprehensible, so mystifying, that it blows my mind. I have had two such experiences in the last week, and have to tell someone about it – if for no

Incomprehensible business decisions that alienate customers

Every now and again a company does something that is so incomprehensible, so mystifying, that it blows my mind. I have had two such experiences in the last week, and have to tell someone about it – if for no

Making the most of social media for your business

Most companies now accept that they need some form of social media presence. Web 2.0 technologies are more than passing fads or teenage toys and there are some very real business benefits for engaging in this space. But very few
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Personal Mail from CEO of LinkedIn to me

It was all over the new last week. LinkedIn hit 100 million users (the majority of whom sit outside of the US). As part of that milestone achievement, the CEO of LinkedIn (Reid Hoffman) sent a personal(ised) mail to the

To infinity and beyond

Having recently watched Toy Story 3, I really enjoyed this article which provides some insights into how Pixar used social media to target a new market group, with an end result of Toy Story 3 being the most financially successful
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Customer Experience Driving Purpose and Profits

While I celebrate that Customer Experience is Gaining Momentum, I believe that the intention and perception of the majority of those participating in this movement remains outdated and needs to be addressed in order to sustain and harness the untapped
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What we can learn about Millennial Kids from Justin Bieber

If you are over 30 and battling to understand the mind set of your pre-teen child, or post-teen employees, then I strongly suggest you check yourself in to your local cinema for a couple of hours and watch ‘Never Say
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Online Sales Leads: Best be Quick!

In a recent HBR there was an interesting article titled ‘The Short Life of Online Sales’ by authors Oldroyd, McElheran and Elkington in which they research online sales effectiveness. Their findings? Most companies are simply not quick enough. Increasingly various

The Future of Health Care Customer Experience

Watch this is a powerful illustration of the Decisive Advancement in Customer Experience Methodology via Motivational Design.  Chris Mahoney, Cynergy’s Director of Health Care, helps us visualize the future of physician and patient experience.  Motivational Design is a methodology for
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Is this a Vodacom / MTN dirty little secret?

I have a simple question to float out there, that’s been banging around in my mind for a few years now: Why has the iPhone (all versions) been so expensive in South Africa since it’s launch? The question first emerged
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TAG Reader will revolutionise our ability to seamlessly connect real life with the digital world

Most of us will have seen an advert, a TV programme or read an article with a web address which we wanted to visit, but then forgot the web address or just never got around to it because we are
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6 Most Brilliant Leadership Strategies

Last month Geoffrey James provided me with the rare honour of guest posting my 5 Most Dimwitted Leadership Strategies on BNET’s Sales Machine.  Geoffrey is a prolific writer with a highly provocative and cynical nature reflected in his outspoken readers. 

How to prepare for the Connected Generation’s transformation of the consumer and business landscape

One of the questions I’m often asked is “what comes after Generation X & Y” Well thankfully it’s not Generation Z (Although there are references to a “Z” generation) it’s GENERATION C. A generation of people who have grown up
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Where is the line between media and reality?

I read an article this week, ‘At 50, Ken is Sexy Again‘, from Time. It reminded me of my fascination with Barbie since I was at university doing gender studies. As a child I wanted a Barbie and thought of

Trust

What makes some retailers successful while others fail? The answer of course has many reasons but one key word that successful ones are associated with is “trust” Top retailers want to be trusted and therefore place a premium on it.
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Leading Innovation: Is it not just about a Faster Horse?

“If I had asked my customers what they wanted, they’d have said a faster horse” is something attributed to Henry Ford. It was Ford’s ability to see the unseen that fuelled an entirely new habit of transportation in America. The

Having fun with everyone in the 21st century

I often hear (mainly older) people lament the lack of community evident in today’s young people. “My teenage daughter never seems to speak to any of her friends” is a common example of the complaint. It’s a misunderstanding of the

Having fun with everyone in the 21st century

I often hear (mainly older) people lament the lack of community evident in today’s young people. “My teenage daughter never seems to speak to any of her friends” is a common example of the complaint. It’s a misunderstanding of the

How important is it for businesses to retain customers?

This is a contribution from guest blogger John Berry: “Customer Experience” – everyone seems to speak about how important it is for businesses to retain customers. So why is it that so many front line employees seem to have “missed”
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A Decisive Advancement in Customer Experience Methodology

I have spent a lot of time over the past few months pondering and incubating the concepts of Motivational Design (MD).  What I love most about MD is that it is a metaphor for its own principles and patterns.   Initially

Great customer service will help you avoid this social media disaster

Dave Carroll wrote the infamous ‘united breaks guitars’ YouTube hit. The video received several million views and started a huge uproar against the customer service at United Airlines. This video single handedly created one of the online world’s biggest customer

Graeme interviewed on The Customer Experience Show

Last week I was interviewed on Blog Talk Radio’s Customer Experience Show. The half hour show focused on understanding generations in the workplace, with an emphasis on customer experience. It was a wide ranging discussion, particularly looking at the impact
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Eating Humble Pie: A Lesson in Customer Service

There is no doubt that the closer top management is to the customer, the more successful an organization is likely to be. Customer experience has long been mooted as the next battleground where competitive advantage will be won or lost.

Three key future trends in retail

I was asked to contribute to an article on the future of retail. My task was to think of the three key issues retailers should be thinking about for 3 to 5 years time. Here’s what I submitted. But what

Are you the tallest amongst dwarfs or do you walk with giants?

Are you the best in your industry at the things that matter most to your customers, partners and staff? Have you benchmarked yourself against your competitors with the aim of leading the pack? This may sound like a lofty grand

Ideafood’s top 11 marketing trends for 2011

Dan Wallace is the founder of Ideafood, a consultancy that focuses on increasing sales and profitability. I was interested in two things he put yesterday. Firstly, he did a quick online poll of his clients and colleagues about how they
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The 5 Most Dim-Witted Leadership Strategies

Today’s post was inspired by The 8 Stupidest Management Fads of All Time and The 5  Dumbest Management Concepts of All Time by Geoffrey James.  I would respectfully disagree with some on his lists but I did enjoy his provocative
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Mobilitate – a great ‘better South Africa’ web 2.0 initiative

@chazzie001 sent me this link to Mobilitate via Twitter over the weekend. It’s a South African initiative aiming to form communities to give feedback to various layers of government in a multitude of categories. Both positive and negative. It’s run
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Mobilitate – a great 'better South Africa' web 2.0 initiative

@chazzie001 sent me this link to Mobilitate via Twitter over the weekend. It’s a South African initiative aiming to form communities to give feedback to various layers of government in a multitude of categories. Both positive and negative. It’s run
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The 7 Habits of Highly Effective Customer Experience Leaders

A number of weeks ago I was having a discussion about the relevance of customer experience in business strategy and I was struck by my own sense of bewilderment regarding the simplicity and clarity of this discussion.  Yet many companies

Seth Godin on How to organize a retreat and a meeting

Seth Godin has some really excellent thoughts on how to change the way we run our businesses. Recently, he wrote about how we could change retreats (away days) and meetings.

10 mindblowing augmented reality apps and videos

We’ve been predicting in our research and presentations for over a year now that Augmented Reality or AR will be the next big thing. AR has the ability to completely redefine how customers experience your products and services. It’s especially

The M-commerce Challenge – coming to a store near you in 2011

The next few years are going to see mobile commerce becoming more and more important in the retail space. Smartphones are already changing how we shop. Savvy and tech-ed up consumers want a very different interaction with their shops. Keep

Unilever uses Crowdsourcing to boost market share and profits

Partnering with customers is a trend that I’m a huge advocate of. The new world of work demands that companies actively engage with and enter into mutually beneficial relationships with customers. Companies that create and encourage channels allowing customers and
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1Time Airlines Encourage Customers To Use Other Carriers!

I’m standing in a queue at gate C12 OR Tambo airport waiting to board a 1Time flight (IT 221) to Durban. The boarding is already delayed by 5 minutes when a 1Time staff person walks the line announcing that the

TomorrowToday SA – why we M&A’d our blog?

Some readers may have noticed, that on 2 December 2010, TomorrowToday’s Blog housed at connectioneconomy.com was ‘Merged and Acquired’ by the tomorrowtoday.co.za domain? From a user perspective nothing has changed outside of look, feel and url. The content is still generated

An interview with customer experience alchemist Sharon Kersten

Sharon is a skilled and experienced business professional having worked as MD at Old Mutual’s retail banking arm Nedbank. She is also a guest lecturer at INSEAD. We interviewed Sharon to ask her what she believes companies need to be

Dean interviews the COO of Zappos and Director Marketing Operations of Harley Davidson on customer experience

A lot of folks are drinking the Zappos kool-aid these days. And it’s easy to see why. Because every now and then you come across a company that’s so contrarian in its thinking and execution that it leaves most observers
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Which strategy would give you the greatest right to win?

I’ve just read an excellent article in Strategy + Business (S+B) called “the right to win” it raises an number of excellent questions about strategy in the new world of work. Walt Shill the head of consulting at Accenture believes

Building and delivering the benefits of friendships with customers

You can download a pdf of this article here All good stories begin with… Once upon a time, there was a man who ran a small, but very successful bacon bap stall at a village’s farmers market. He spent time

To be square or to be Foursquare that is the question.

One of the more intriguing social media platforms and new loyalty programme shaping paradigms is Foursquare. The concept is simple: Download the Foursquare app to any smart phone and “check in” to let friends know where you are. By combining

Is your company website your best business to business marketing tool?

Business to Business need lead generation focused websites Business leaders, in a recent study, cited company websites as the main source of information when looking at a business to business purchase. Company websites were used more than trade magazines, search

If you’re not failing, you’re not trying hard enough

In an environment that worships innovation, too few companies have the guts to really do what it takes to generate new ideas. Unless a company is pushing the boundaries back, it won’t be innovating. To push boundaries, requires experimentation, and

Giving and receiving Feedback – it’s not at easy as I thought

Last week I was very quick to give feedback to the owner of a small business whose service and product I had been really disappointed with. After a trial class (it was a mom’s and baby group that I had

Surprise! Creating experiences for your customers

For many years now, we’ve been telling our clients that one of the keys to connecting with younger customers (Generations X and Y) is to add an experience to your offering. No longer are the traditional “Ps” of marketing (product,

Tracking Your Brand on TV and the Radio with text

With so much TV and radio out there, I’ve always imagined tracking what is said about your brand must be an expensive task. Unless you have voice recognition software monitoring every channel, the only other way to get real time

Crowdsourcing pays dividends and builds customer partnerships

Every business has customers who are convinced they can design a new product that is better than the product they are being sold. So the question is why not let them? Crowdsourcing is an innovative research methodology that allows customers

Marketing and product development for Boomers

Appliance makers GE and Whirlpool have been quick to recognised to economic power of the silver tsunami (or baby boomers over the age of 50!) and are making great strides in product development. The Wall Street Journal in it’s article

Delivering Happiness… a path to profits, passion and purpose

This post follows on from a previous post that I wrote about Tony Hsieh’s (CEO of Zappos) new book called Delivering Happiness. The team at Zappos is great and I’ve had the privilege hosting a podcast with the CFO/COO of

The Silver Tsunami – Baby boomers are responsible for more than 40 percent of retail spending, companies need to pay attention to this.

Boomers control over 75% of the personal net wealth in the UK and yet most marketers and companies choose to target families and young adults. Another problem is that companies treat people over the age of 50 as one globular

Herding Cats: Building customer partnerships, not customer loyalty.

This is an article I was asked to write for a conference organiser in support for our keynote presentation by the same name Herding Cats. My business partner Graeme Codrington will be presenting this presentation at Loyalty World in London

Delivering Happiness delivers new insights into customer experience

Recently I read the CEO of Zappos, Tony Hsieh’s new book called Delivering Happiness. Now I’ve been a big fan of Zappos for the past three years, have blogged about them several times and often make reference to the great

So close yet no cigar!

I recently moved house and needed to have my mail redirected. The Royal Mail has an awesome service that automatically redirects your mail to a new location for just a small fee. It’s great as it means no worrying about

Seeing the world through your customer’s eyes – your key to growing your business

I regularly write articles for magazines and journals. Some of these really strike a chord, and just “work”. Here is a recent article that has been getting a lot of comment, and has been helpful to business leaders trying to

Secrets of success in The Emotion Economy

The industrial economy was based on ‘make and sell.’ Take, for instance, the massive production of Henry Ford’s cars and his dictum, ‘you can have any colour you like as long as you like black.’ But, back in Henry Ford’s
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Customer loyalty schemes should be the cream not the cake

I’ve noticed recently that Loyalty schemes are making a come back. Following the recession, companies have discovered that coupons and points schemes are a good way to entice struggling customers back to their shops. The trend of developing a points

Calling out to those connecting to – and connected to – call centres

“Call centres are the electronic assembly lines of the new economy” – Phil Jennings, Union Network International The last few months have been a busy and exciting time for Tomorrow Training. We have been up to a lot of good

The biggest technology revolution of the next five years

The most significant technology that will emerge in the next five years is… ? I wonder what you think it will be. There are many contenders: advanced alternative energy creation and uses, genetics, personalised medication, nanotechnology, even space travel with

The biggest technology revolution of the next five years

The most significant technology that will emerge in the next five years is… ? I wonder what you think it will be. There are many contenders: advanced alternative energy creation and uses, genetics, personalised medication, nanotechnology, even space travel with

How things have changed – consumers then and now

One of TomorrowToday’s long-term clients is Africa’s largest banking group, Standard Bank which incorporates their insurance arm, Liberty. We have done strategy work, presentations, training and consulting with them over many years. I saw this past week that we had

Successful CEO’s make customer intimacy their No 1 priority

As we crawl out of an energy sapping recession it is interesting to identify how leaders are responding to the new competitive and economic environment. IBM has completed a global study of over 1500 CEO and their excellent report “Capitalising

Dawna MacLean’s How to Benefit from Radical Change

Dawna MacLean is a customer experience and business strategy thought leader, She is also a breath of fresh air and a source of original and innovative thinking. One of her latest posts on benefiting from radical change has deep insights

International Customer Service Week

This week is Customer Service Week, an international event devoted to recognizing the importance of customer service and honoring the people who work on the frontlines serving and supporting customers. Each year CSWeek.com provides all the information, materials and inspiration

Free stuff you have to pay for: Rupert Murdoch’s (mis)adventures in new media

It is plain to see that certain industries are being hard hit by the rise of digital media. The music industry is pretty much clueless as to how to respond – so much so, that Apple (through it’s iTunes store)

Banks recognise the importance of customer experience

There appears to be growing recognition by retail banks that to compete in the new world of work they need to focus not only on processes and efficiencies but more importantly on customer experience and service, so says the Financial

Forces shaping the future of meetings

I have started writing a column for the MPI (Meetings Professional International) One+ magazine. I’ll be writing monthly on the issue of the future of meetings. The column itself will be set up in October, but for now you can

Challenging conventional customer loyalty wisdom

This is a cut and paste of an article I wrote on our sister blog site connectioneconomy It received fantastic comments and certainly stirred up the kind of debate I was hoping for. It forms part of a series that

Blog Talk Radio – The Customer Experience Show Interviews TomorrowToday International partner Dean van Leeuwen

Last week Dean van Leeuwen was interviewed on Blog Talk Radio’s Customer Experience Show The message is coming loud and clear. Customers want more! More respect, more choice, and more help! And they also want less! Less hassle, fewer procedures,

Blockbuster Bankrupt! Not a surprise, but still a shock

The news came as a shock today: Blockbuster videos filed for bankruptcy protection in the USA today. I say it’s a shock – not because it’s a surprise, but because it is another deeply disturbing sign that the world of

A marketing lagniappe – can little things make the biggest difference?

I just came across a really excellent website called Marketing Lagniappe i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure. The

A marketing lagniappe – can little things make the biggest difference?

I just came across a really excellent website called Marketing Lagniappe i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure. The

Successful CEO’s make customer intimacy their No 1 priority

As we crawl out of an energy sapping recession it is interesting to identify how leaders are responding to the new competitive and economic environment. IBM has completed a global study of over 1500 CEO and their excellent report “Capitalising

Do conferences have to be so dreadfully dull?

Conferences seem to have taken a backward step during the economic downturn. Boring presenters, out-dated content, cheaper venues and food, and old-fashioned technology are all contributing to dreadful experiences for delegates. Dr Graeme Codrington spends a lot of his time

The world of tomorrow, today

In this warp-speed world it is no longer enough to learn from experience – you have to learn from the future! We live in a world where constant change is both a cliche and an understatement. Change, change, change. You’ve

Banks come full circle and recognise the importance of customer experience

There appears to be growing recognition by retail banks that to compete in the new world of work they need to focus not only on processes and efficiencies but more importantly on customer experience and service, so says the Financial

Using Design thinking to create a culture of innovation

Working through some old magazine clippings last week, I found this amazing excerpt from a book that was released just a year ago. It’s by Tim Brown, the CEO of design shop IDEO, and is called “Change by Design” (buy
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Are Most Big Corporates Really Psychopaths?

RANT ALERT. Most times I try to be a dispassionate researcher of the new world of work. But sometimes I just can’t take it anymore. Today is one of those days… Almost every day I pick up a story on

Voting for a tax rise? I think I know what will happen…

Watching the UK news this morning, I see David Cameron’s latest version of the “Big Society” (his code phrase for reducing the size of government and “handing power back to the people”) is to allow people to vote on whether

Simba’s inclusive social media taste strategy – clever

Social media is a very new platform to play on, no matter what country you find yourself in. Certainly some have played harder, risked more and invested more money, but I’m not certain there are very many who can claim

Simba's inclusive social media taste strategy – clever

Social media is a very new platform to play on, no matter what country you find yourself in. Certainly some have played harder, risked more and invested more money, but I’m not certain there are very many who can claim

An Assassin, A Fishing Hook, The Power of Tribes and Two World Cups

The Assassin The sun rose quietly over Dawn Park, a suburb on the outskirts of Johannesburg, South Africa. It was Easter weekend so most people were away on holiday. In many ways it was the perfect African morning. A refreshing

Digital spectators, fans and customers

Recently, I was chatting to an author who taught me a neat trick about getting your book to be listed as an “Amazon bestseller”. It’s not about writing a good book, it’s all about manipulating the system (you get all

Top tips for Generation Y online customer experiences

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to

Top Tips for Generation X online customer experience

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to

Glastonbury is not what it used to be

With the UK summer festival season well and truly underway, and the granddaddy of them all, Glastonbury about to finish, I was interested in the analysis of The Spectator. My colleague, Dean, has just recently posted two great blog entries

So close yet no cigar!

I recently moved house and needed to have my mail redirected. The Royal Mail has an awesome service that automatically redirects your mail to a new location for just a small fee. It’s great as it means no worrying about

Delivering Happiness delivers new insights into customer experience

Last week I was invited to speak at the Amdocs InTouch conference in Budapest, it was my first trip to Hungry and I’m hoping to visit again soon as it is a truly fantastic city. Whilst there I was able

How various industries are using Twitter

Mashable, the social media guide website 10 Ways Universities Are Engaging Alumni Using Social Media Click the title above to access the full story and all the details. The author suggests the following ten uses of social media uses to

They know where you’re going, and will reward you for where you’ve been

Those of you old enough may recognise my borrowing of a Talking Heads song for the subject line of this post : ) Of course I’m talking about location-based social networking platforms. The likes of FourSquare, Gowala, Loopt, etc. It’s not the first, or

They know where you're going, and will reward you for where you've been

Those of you old enough may recognise my borrowing of a Talking Heads song for the subject line of this post : ) Of course I’m talking about location-based social networking platforms. The likes of FourSquare, Gowala, Loopt, etc. It’s not the first, or

Top 10 Reasons Why You Should Read This Book

I’m busy reading my advanced copy of Delivering Happiness by Tony Hsieh the CEO of the brilliant Zappos. In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million.

Best blog posts of the last month

It’s been a long time since I have done a “best of” list, and today I plan to do two. The first is the best blog entries of the last month. It’s a been a good month for this blog,
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The day Apple became more valuable than Microsoft

At the close of market yesterday Apple became bigger, by market cap, than Microsoft. This is huge and reflects the market’s belief that although Apple isn’t as big as Microsoft, (and probably never will be), nor does Apple make or
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Delivering Happiness… a path to profits, passion and purpose

I’m very excited! I’ve just received two advanced copies of Tony Hsieh’s (CEO of Zappos) new book called Delivering Happiness. And best news of all I’m giving away a free copy to a member of our blog community. All you
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Social Media Platforms are taking the virtual out of reality

Often those that don’t, a few that have, and one or two that do, criticize social media platforms (Twitter, FaceBook, et al) of being a conceptual experience robbing the depth of authenticity from face-to-face relationships. In their opinion relationships on

The Janitor: A Reason Why The World Cup Will Succeed

Once again I found myself at O R Tambo airport eagerly waiting to get a flight home after yet another week in Johannesburg.  No surprises there! If they could just move the Johannesburg economy and business buzz to Durban, without

Just a Thought: Do conferences have to be so dreadfully dull?

This is the second in the “Just a Thought” series by Dr Graeme Codrington for the TomorrowToday ezine. (Read his first contribution on Getting Rid of Your IT Department here). Conferences seem to have taken a backward step during the
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@HeathrowAirport – a great case study for customer connectivity

Not many companies get how to use Twitter. @heathrowairport does! Bottom line Twitter and all other social media platforms are about building relationships with customers and entering into a dialogue. Check out @heathrowairport on Twitter. What impresses me about what

To be square or to be Foursquare that is the question.

One of the more intriguing social media platforms and new loyalty programme shaping paradigms is Foursquare. The concept is simple: Download the Foursquare app to any smart phone and “check in” to let friends know where you are. By combining

The challenge of multiple communication channels

One of the challenges the internet has created is an unthinkable number of channels through which to broadcast. Of course none of us make use of every channel, but there is always someone using a channel we’re not. And so

Dean interviews the COO of Zappos and Director Marketing Operations of Harley Davidson on customer experience

A lot of folks are drinking the Zappos kool-aid these days. And it’s easy to see why. Because every now and then you come across a company that’s so contrarian in its thinking and execution that it leaves most observers

Partnering with customers

Partnering with customers is a trend that I’m a huge advocate of. The new world of work demands that companies actively engage with and enter into mutually beneficial relationships with customers. Companies that create and encourage channels allowing customers and

PodCast Update – Millennial Marketing

We’ve just added a new PodCast to the TomorrowToday feed. Saffron Baggally of TomorrowTraining (the TomorrowToday Training Division) takes a practical look at Millennial Marketing, and offers some practical ideas for Baby Boomers to think about, as they develop strategies to engage

Speakerrate – tell that speaker what you thought of him

For a while now, we’ve been talking about going “beyond the hype” of social media (see an article I wrote about this, and our presentation/workshop of the same name). Our argument is that the concepts behind social media will shape

Reinventing customer service

The Great Recession has had a lasting impact on consumer behaviour and attitudes. Citi announced that 75% of people researched in a recent survey believe their attitudes towards savings and loans have changed forever. Combine this with social media providing

Reselling retailing into millennial marketing

If you have followed TomorrowToday’s e-zines, Blogs, Tweets, website and Facebook page, or have attended TomorrowToday’s ‘Mind the Gap’ presentation, you will have been exposed to ‘the generation gap.’ This generally effects our behaviour towards one another, the way we

Bacon baps build buddies – Driving relationships with customers akin to those of friendships

All good stories begin with… Once upon a time, there was a man who ran a small, but very successful bacon bap stall at a village’s farmers market.  He spent time getting to know his customers and everyone knew him.

R-E-T-A-I-L: Six Leadership Practices for Smart Retailers

Here are six reminders to leaders in retail, but in truth, these reminders can serve leaders everywhere. Taking the word ‘retail’, here are six things, which if done, will enhance your business success. 1 Rethink your business. The global recession
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The Global Wraps FourSquare last mile flop

When FourSquare opened it’s ‘borders’ to include South Africa, I think I might have been in the 20 first users. I worked hard to learn the culture and energy around this social media positioning platform that I was reading so

The coming revolution in microinsurance

There has been a lot made of microlending in the past few years – most notably in the awarding of a Nobel Peace Prize to Grameen Bank founder Mohammed Younis for his work in Bangladesh. Now, throughout the developing world,

Airport security is a sham

My team and I travel a lot. We have literally millions of air miles between us over the past decade. And we all hate airports and airlines. We mainly hate them because they lie to you. It can’t be that

Why do corporates act like machines when dealing with clients?

I am a big fan of Lucy Kellaway, a Financial Times journalist who is on a mission to expose and expunge the stupid and idiotic practices of the corporate world. Having been doing it for many years, she now has

Connect with customers like you do friends

In my most resent article Onions or Parfait I put forward the proposition that companies should use new social media innovations to build relationships with customers akin to those of friendships. I strongly believe that customers want to engage in

Just because you can, doesn’t mean you should

My colleague in the UK, Graeme Codrington, posted “3-d TV is here” a week or so back. It’s a short post about Sky News launching 3D TV.  When Graeme writes he’s normally very definite in his opinion, and he’s not

Just because you can, doesn't mean you should

My colleague in the UK, Graeme Codrington, posted “3-d TV is here” a week or so back. It’s a short post about Sky News launching 3D TV.  When Graeme writes he’s normally very definite in his opinion, and he’s not

Marketing and product development for Boomers

Appliance makers GE and Whirlpool have been quick to recognised to economic power of the silver tsunami (or baby boomers over the age of 50!) and are making great strides in product development. The Wall Street Journal in it’s article

Rethinking Marketing and the age of consumer capitalism

In this months Harvard Business Review, Roger Martin writes that “modern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that firms ought to have

Why you shouldn’t change your Twitter Profile Pic

There are literally thousands of articles and opinions out there spelling out the ‘laws’ of how to use Twitter. If the authors of those articles were honest, they’d admit that those ‘so-called laws’ are really just opinions. Their opinions. How

A banking revolution?

Accenture recently put out a report entitled, “Banking 2012: Preparing for a revolution”. How I’d love to believe they are right. The executive summary says that the banks that will succeed are those that focus on transparency, simplicity and renewed

Building values into business

Customers have changed, it’s not just the recession and current market turmoil, there has been a values shift in societies attitudes towards business, finance and consumerism. Our research undertaken in TomorrowToday’s laboratory is revealing that values-focused businesses are the way

Tesco, a talented company

I’m always on the lookout for talented companies and I think I found one on my doorstep. The company’s name is Tesco and earlier this week I gave our Mind the Gap presentation at their marketing team away day. I’m

British Airways cabin crew on strike – how to strike back!

If you’re a regular reader of this blog, I hope you’re expecting a calm analysis of yesterday’s announcement of a 12 day strike of British Airways cabin crew, effectively grounding the airline over the busy Christmas holiday season (remember schools

In a Web 2.0 world, business has it’s head buried firmly in the sand

I’m curious. Curious about business’ lack of engagement with Twitter  / FaceBook / Tumblr / Google and everything else Web 2.0. I would have thought that any communication channel getting the sort of traction, focus, attention and subscription that these

In a Web 2.0 world, business has it's head buried firmly in the sand

I’m curious. Curious about business’ lack of engagement with Twitter  / FaceBook / Tumblr / Google and everything else Web 2.0. I would have thought that any communication channel getting the sort of traction, focus, attention and subscription that these

M-Pesa, Vodacom, Nedbank and Rob Shuter

Earlier this year Rob Shuter (head of Nedbank Retail) resigned from Nedbank and joined Vodacom as Financial Director. It was an exciting move from my perspective as I watch mobile phone companies (and technology in general) redefine how we do

Nike’s considered sustainability programme

Nike has some aggressive sustainability targets. Nike CEO Mark Parke believes that corporate responsibility is no longer a staff function at Nike. It’s a design function, a sourcing function, a consumer experience function, part of how we operate. Lorrie Vogel

Nike's considered sustainability programme

Nike has some aggressive sustainability targets. Nike CEO Mark Parke believes that corporate responsibility is no longer a staff function at Nike. It’s a design function, a sourcing function, a consumer experience function, part of how we operate. Lorrie Vogel

Vacation 2023 – I don't want to go

I just read a fairly depressing forecast (from FastCompany) for the future of vacations. Specifically the year 2023. It’s based on the fuller article from ‘Forum for the Future‘ where they’ve developed four scenarios for 2023 in the tourism world

Vacation 2023 – I don’t want to go

I just read a fairly depressing forecast (from FastCompany) for the future of vacations. Specifically the year 2023. It’s based on the fuller article from ‘Forum for the Future‘ where they’ve developed four scenarios for 2023 in the tourism world

This is not your father's Mail strike

I am sitting in a hotel in Birmingham, watching the live press conference where the CWU is announcing that the planned UK postal strike will go ahead from tomorrow (Thursday, 22 October 2009). There is the typical bluster of Unions

This is not your father’s Mail strike

I am sitting in a hotel in Birmingham, watching the live press conference where the CWU is announcing that the planned UK postal strike will go ahead from tomorrow (Thursday, 22 October 2009). There is the typical bluster of Unions

Don’t miss the 7th annual Loyalty World conference

We’re very excited to announce that TomorrowToday has teamed up with the talented team at Terrapin and Dean van Leeuwen (Co-Founder of TomorrowToday UK) has been asked to present at the prestigious 7th Annual Loyalty World Conference in London on

Don't miss the 7th annual Loyalty World conference

We’re very excited to announce that TomorrowToday has teamed up with the talented team at Terrapin and Dean van Leeuwen (Co-Founder of TomorrowToday UK) has been asked to present at the prestigious 7th Annual Loyalty World Conference in London on

Surprise! Creating experiences for your customers

For many years now, we’ve been telling our clients that one of the keys to connecting with younger customers (Generations X and Y) is to add an experience to your offering. No longer are the traditional “Ps” of marketing (product,

Power of Mobile Money

In the early 1990’s I started work for one of South Africa’s largest banks. The most innovative project I worked on was the use of smart card/chip technology to enable people to purchase items using the smart chip inside their
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WTF, Google?

FastCompany has a great post, with the same title as this post, on some of Google’s glitches. Of course, as they point out, when you’re processing the volume of stuff they are, they’re bound to make a few glitches. They mostly

The emergence of Neuromarketing

Traditional market research has it’s limitations when one considers the influence of the ‘observer’ on the ‘observed’ when attempting to understand people’s true thoughts and feelings on the product/brand/service being researched. If we could just get into their heads to

Oprah and Supply Chains

We all know about Oprah’s ability to significantly impact sales. In both directions. She loves it, we love it and we buy it. She hates it, we hate it and don’t ever buy it. It’s one of the reason’s, I

Mom’s are big

Every now and then I discover thoughts from marketing experts exploring the value of women between 35-55 and in this example mom’s. Their research and observations remind the marketplace of the value of the people who match the criteria of

Mom's are big

Every now and then I discover thoughts from marketing experts exploring the value of women between 35-55 and in this example mom’s. Their research and observations remind the marketplace of the value of the people who match the criteria of

Viva Themes – They rock

It’s often really easy to moan about bad service and poor customer facing performance. But when good things happen I often make the note, but never ‘post it’. As many will know we’re currently embarking on a re-branding exercise. No

The world is changing cell phones

Once upon a time cell phones changed the world. They arrived when we didn’t expect them, and allowed us to do things we never imagined possible. We can quite safely say that our world today (where cell phones have had

Seeing the world through your customer’s eyes – your key to growing your business

I regularly write articles for magazines and journals. Some of these really strike a chord, and just “work”. Here is a recent article that has been getting a lot of comment, and has been helpful to business leaders trying to
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Affirmitive Action is Dead in South Africa – or is it?

Sipho Ngcobo wrote an interesting article on Money Web this last week, reflecting on the reality the African National Congress (ANC) faces around service delivery, or lack of it, in South Africa currently. He suggests that the pressure the ANC
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Secrets of success in The Emotion Economy

The industrial economy was based on ‘make and sell.’ Take, for instance, the massive production of Henry Ford’s cars and his dictum, ‘you can have any colour you like as long as you like black.’ But, back in Henry Ford’s
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Zappos hits $1 billion sales

A few weeks ago I wrote a post about Zappos, the online shoe and accessories company. They are a “new world” company that interests me immensely. The company just hit a major milestone 10 years in business and $1billion in

The Myth of the Rational Buyer

What if what we understood about marketing wasn’t true? This is how the article from Fast Company, The Myth of the Rational Buyer: How too much thinking can hurt your brand, begins. The author Mark Dziersk suggests that companies spend
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Brrr is kewl in South Africa

Thanks to my friend Bev from SimonSays Communications for this link. The Sunday Times announced it’s ‘Times Generation Next’ cool brands survey results on 28 May 2009. 5000 tweens, teens and young adults between the ages of 8-22 were polled

Millenials reversing the trend

It’s always difficult convincing an adult audience, that from a Generational perspective, the so-called ‘Millennials’ (Gen Y, Echo Boomers) are going to be more civic minded, more conservative (whilst being more aware), and focus on rebuilding the planet (amongst other
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ZAPPOS – delivering the WOW factor through service

Tony Hsieh, the 35 year old boss of Zappos.com, an online shoe retailer, has an ambitious goal. He aims to offer world beating customer service, no matter what industry Zappos expands into, be it shoes, hotels or airlines. So far
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You can’t sit this one out

Originally posted at TomorrowToday UK’s article library, and distributed in their March ezine As the recession deepens, with customers dwindling and staff morale dropping, strong leadership is required. Too many companies, and the individuals in them, are falling into a
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You can't sit this one out

Originally posted at TomorrowToday UK’s article library, and distributed in their March ezine As the recession deepens, with customers dwindling and staff morale dropping, strong leadership is required. Too many companies, and the individuals in them, are falling into a
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Top 10 challenges for businesses in 2009

I was recently sent an article, by a business associate, called Challenges for Business (in 2009). The article covered by the magazine eucommerz, lists the top 10 challenges identified in the Business Risk Report conducted by Ernst & Young. Here

Talent: consider cost AND benefit

I read two articles this morning that confirmed a few thoughts in my mind: In a downturn, talent management is MORE important, not less important. The difference between companies that will succeed and those that will fail in these tough
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Learning from History

I am a student of economic history, and love seeing the patterns that a study of history reveals. Amadeo Peter Gianini was born in 1870 in California, the son of Italian immigrants. His first occupation was as a produce dealer

A Lesson in managing (potentially) irate customers

Last Tuesday was my busiest so far this year. Departing home by taxi just after 4am, I took the 5.27am train from Paddington to Taunton, arriving by 9am to set up for an opening keynote. After lunch, I was back
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Catching Gen Y with pizza delivery

I’ve been reading a lot of commentary recently about how differently companies need to be targeting Gen Y (people born in the UK after 1988), both as an employee and consumer. The Harvard Business Review has great commentary on the