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Customer experience mapping: Own the moment and Take Five

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Disney strongly focuses on creating magical customer experiences for visitors. Bruce Temkin, a customer experience expert, let me in on two of their secrets: Owning the moment and Take Five.

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Innovation Canvas®: another way to look at issues and opportunities

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The Innovation Canvas® forces a group of people to look through six frames at any issue, problem or innovation opportunity. The canvas focuses your attention through a triangle, circle, square, heart, diamond and step. It is simple to use, but very effective and clarifying. It helps to process information by forcing you to look at one frame at a time. (Click here for printer-friendly version of the the Innovation Canvas®).

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Innovating customer experience: We only have three customers

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It is important for an innovative leader to remember that your company only has three customers: The ones buying from you now, the ones who bought from you in the past, and the ones who could buy from you in the future. Or as I like to call them, the alreadies, lefties and barelies. This gives you three opportunities for innovation.

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The ABC email checklist

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Just the other day, I was cornered by a woman who works for a partner organisation about an uncalled-for email that she had sent me. She wanted to know how someone as decent as me (well, she did not exactly say that) can be such a pig (she implied that) so as not to answer a promotional email she had sent me. I’m considering sending her the following ABC email checklist – unsolicited.

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The A to Z of selling - How to sell more by saying less. (Part 3 of 3)

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This is the third part of an ABC that will help you create business-critical communication, improve your selling ability and increase your return of training investment.  Imagine how effective you'd be if you communicated only what was relevant 100 percent of the time. You would be better at talking to others, presenting, networking and selling. The benefits would be endless. In short it is about relevance and a lot less jelly.

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