https://pod.co/punk-cx/interview-with-mark-curtis-of-fjord Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the…
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want to talk about -was much…
Richard Horner finds plenty of evidence to support a compelling purpose statement Your company has a mega epic Purpose statement. A purpose so powerful it gives Tony Stark goosebumps. You…
In 2014 888,246 hand-made ceramic poppies were planted in the moat surrounding the Tower of London to commemorate the 100th anniversary of Britain’s involvement in World War I. A collaboration…
Christian Dior's customer-led approach created a poweful legacy Visiting the DIOR: Designer of Dreams exhibition in London this month I was stunned by room after room of glorious couture. But…
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can if you shop at Iceland,…
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get a morally-dubious pleasure in watching…
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now –…