Monthly Archives: March 2018

Employee experience is more useful than engagement

By |2018-11-27T17:46:18+01:00March 27th, 2018|Employee experience|

Employee experience is more useful than engagement Note: this is a sequel blog post.  The first one is, 'Is Employee Engagement a Distraction?'   As outlined in the previous post, I believe that there are three questions that are much more important to ask than ‘are employees engaged?’ 1. What are leavers costing the company? 2.

Is employee engagement a diversion?

By |2018-03-27T15:02:06+01:00March 27th, 2018|Employee experience|

Is employee engagement a diversion? A magician shuffles his cards. He asks us to name our card and to watch for it as he shuffles. The audience is quiet, watching hawk eyed. This is how magic works. Our attention is diverted. Our eyes are misdirected, so that we don’t notice the actual trick. If you

Why cars are stalling and bath bombs are fizzing

By |2018-03-19T10:37:41+01:00March 19th, 2018|Customer experience stories|

Why cars are stalling and bath bombs are fizzing Last week we managed to squeeze in some time for shopping. Sounds very frivolous doesn’t it. But it is vital for us to be able to evolve our research methods. And it enables us to gain first hand insights into the current high street shopping

7 Secrets of Successful Customer Journey Mapping

By |2018-07-24T14:24:53+01:00March 7th, 2018|Customer experience strategy|

7 Secrets of Successful Customer Journey Mapping Last week we shared our tips for customer journey mapping workshops. Now we’re onto the actual process of journey mapping itself. Customer journey mapping gets written about a lot. And we have seen our fair share of beautifully crafted maps adorning office walls. I know I don’t

7 Tips for Customer Journey Mapping Workshops

By |2018-03-01T16:25:11+01:00March 1st, 2018|Customer experience strategy|

We've run countless workshops to help clients create customer journey maps.  It's a privilege to help people think differently and take their business forward.  We've learnt a thing or two along the way about what works best.  And what doesn't!  Here are 7 elements that describe the most successful workshops: