The Customer's Shoes http://www.thecustomersshoes.com Paving the way to great customer experiences Fri, 01 Jul 2016 09:40:47 +0000 en-US hourly 1 How To Pull Off An Improbable Idea With Your Customer Experience http://www.thecustomersshoes.com/pull-improbable-idea-customer-experience/ http://www.thecustomersshoes.com/pull-improbable-idea-customer-experience/#respond Thu, 30 Jun 2016 11:49:51 +0000 http://www.thecustomersshoes.com/?p=7010 I read a fascinating article by Dan Solomon, a regular contributor to FastCoCreate.com. He comments on an interview with Sleepy Hollow creator and executive producer Roberto Orci and how Orci managed to turn it into one of this season’s best new shows. This is an interesting topic that companies and customers have to deal with all […]

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Is Your Leadership Culture Like No Place On Earth? http://www.thecustomersshoes.com/leadership-like-no-place-on-earth/ Wed, 29 Jun 2016 11:00:15 +0000 http://www.thecustomersshoes.com/?p=6677 The other night I watched a documentary called ‘No Place On Earth’ that Explored the Remarkable Story of 38 Jews Who Hid In a Cave For 511 Days This story was so overwhelmingly powerful that I immediately saw synergy between this incredible human endeavour and the way we act with our Leadership culture within our […]

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Positive Leadership Management Will Always Affect Team Performance. http://www.thecustomersshoes.com/positive-leadership-management-will-always-affect-team-performance/ Mon, 20 Jun 2016 15:09:26 +0000 http://www.thecustomersshoes.com/?p=6517 Looking into the future, we must encourage our leaders not only to strengthen their psychological resources, but outwardly express positivity and in turn act as role models to their employees and display their own brand of  ‘ Great Leadership Management’. It is sadly all too often the case that leaders are not psychologically equipped to […]

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Hairy Monsters, Super Freaks? http://www.thecustomersshoes.com/hairy-monsters-super-freaks/ http://www.thecustomersshoes.com/hairy-monsters-super-freaks/#respond Mon, 23 May 2016 10:43:57 +0000 http://www.thecustomersshoes.com/?p=6984 A department store in New York City at the East Houston Street location of American Apparel, notorious for turning heads has done it again! This controversial retailer is well known for getting its customers talking. This time, adorning the store window mannequins with; guess what? Answer ‘pubic hair!’ A spokesperson for American Apparel is known to […]

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Why I Get Naked At Work With My Personal Branding http://www.thecustomersshoes.com/why-i-get-naked-at-work-with-personal-branding/ http://www.thecustomersshoes.com/why-i-get-naked-at-work-with-personal-branding/#respond Sun, 01 May 2016 17:42:31 +0000 http://www.thecustomersshoes.com/?p=6699 I have just read an interesting article from a contributor on LinkedIn that I love. Her name is Liz Ryan. She writes with such inspiration from the heart and her illustrations are great too!  I hope you will read her latest blog in which she discusses; ‘How to get naked, win friends and influence people’. […]

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Managers Are Just Not Creative Enough – True or False? http://www.thecustomersshoes.com/managers-are-just-not-creative-enough-true-or-false/ http://www.thecustomersshoes.com/managers-are-just-not-creative-enough-true-or-false/#respond Wed, 06 Apr 2016 17:01:23 +0000 http://www.thecustomersshoes.com/?p=6901 On a personal level I am from a design background and so use my creative skills to design and develop various business initiatives. However, I find that there are very few people in the business world that can tap into their creative talent and very few people actually ‘doodle’ or ‘sketch’. As a professional, I […]

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Improve Productivity At Work Through Paid Naps http://www.thecustomersshoes.com/improve-productivity-at-work-through-paid-naps/ http://www.thecustomersshoes.com/improve-productivity-at-work-through-paid-naps/#respond Mon, 14 Mar 2016 16:19:29 +0000 http://www.thecustomersshoes.com/?p=6657 I read this interesting article by Ilya Pozin CEO of Open Me. Columnist for Inc, Forbes & LinkedIn today. In it he debates whether organisations should aim to improve productivity at work through paid naps. Although I  don’t necessarily agree that paid napping should be part of the workplace; I can vouch for the working/lifestyle […]

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How Personal Behaviour Impacts the Customer Experience http://www.thecustomersshoes.com/how-personal-behaviour-impacts-the-customer-experience/ http://www.thecustomersshoes.com/how-personal-behaviour-impacts-the-customer-experience/#respond Wed, 24 Feb 2016 17:28:40 +0000 http://www.thecustomersshoes.com/?p=463 Insights into how the personal actions of individuals have such a profound impact upon the customer experience and therefore the brand.

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Why Is There The Need For Emotional Intelligence In Our Businesses Today? http://www.thecustomersshoes.com/need-emotional-intelligence-businesses-today/ http://www.thecustomersshoes.com/need-emotional-intelligence-businesses-today/#respond Fri, 22 Jan 2016 22:18:02 +0000 http://www.thecustomersshoes.com/?p=6991 Emotional intelligence (EI) refers to the ability to perceive, control and evaluate emotions. Some researchers suggest that emotional intelligence can be learned and strengthened, while others claim it is an inborn characteristic. “Emotional intelligence is the key to both personal and professional success” We all know people, in our workplace or in our personal lives, […]

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Don’t Be Boring, Dull And Lifeless! Put On Those Pink Gloves And Start To Be Remarkable. http://www.thecustomersshoes.com/dont-be-boring-dull-and-lifeless-put-on-those-pink-gloves-and-start-to-be-remarkable/ Sun, 10 Jan 2016 21:59:35 +0000 http://www.thecustomersshoes.com/?p=5702 We challenge your use of clichés and metaphors, are they hollow words or do you use them to develop a creative Customer Experience? These clichés easily trip off the tongue but understand their real meaning and empower people to be truly creative and watch as you develop new ways of working.

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Building A Brand Is No Longer Enough–You Must Create A Movement http://www.thecustomersshoes.com/building-a-brand-is-no-longer-enough-you-must-create-a-movement/ http://www.thecustomersshoes.com/building-a-brand-is-no-longer-enough-you-must-create-a-movement/#respond Tue, 15 Dec 2015 08:34:59 +0000 http://www.thecustomersshoes.com/?p=6163 I often read articles for Fast Company and find them very thought provoking and interesting. I came across this one today;‘Building A Brand Is No Longer Enough–You Must Create A Movement’ by Austin Allison. In my opinion brands that provide enjoyment are already showing the way of success now and in our future. Brands are […]

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Attraction Marketing And The Customer Experience http://www.thecustomersshoes.com/attraction-marketing-customer-experience/ http://www.thecustomersshoes.com/attraction-marketing-customer-experience/#respond Wed, 01 Jul 2015 09:58:24 +0000 http://www.thecustomersshoes.com/?p=7004 Attraction marketing is the clever trait you can use in any business to bring your customers to you, rather than them having to find you, either by chance or by searching for you. To give an example; If you are a retail clothing company and your shop window was full of frumpy boringly plain attire, […]

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American Hunter Kills BMW Customer Service Agent http://www.thecustomersshoes.com/american-hunter-kills-bmw-customer-service-agent/ http://www.thecustomersshoes.com/american-hunter-kills-bmw-customer-service-agent/#respond Wed, 24 Sep 2014 12:11:48 +0000 http://www.thecustomersshoes.com/?p=7284 This post describes a recent experience I had which falls outside of the norm and one which on the face of it I would have expected to have been resolved fairly easily. The resolution came from a completely unexpected source. Stick with me on the post title – nobody was hurt in the exchange at […]

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How easyJet Passengers Are Facing A ‘Bonk’ in Their Customer Experience http://www.thecustomersshoes.com/how-easyjet-passengers-are-facing-a-bonk-in-their-customer-experience/ http://www.thecustomersshoes.com/how-easyjet-passengers-are-facing-a-bonk-in-their-customer-experience/#respond Mon, 08 Sep 2014 21:07:39 +0000 http://www.thecustomersshoes.com/?p=6925 Firstly, I will explain for those unfamiliar to biking terms that ‘Bonk’ is cycling’s classic term for hitting a brick wall. My eldest son is into Mountain Biking in a ‘big’ way. Not only does he ride downhill extensively in Europe, but he has his own company specialising in titanium suspension springs for Mountain Bikes […]

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Expensive Pens And Poor Customer Experience http://www.thecustomersshoes.com/expensive-pens-and-poor-customer-experience/ http://www.thecustomersshoes.com/expensive-pens-and-poor-customer-experience/#respond Fri, 21 Mar 2014 11:52:57 +0000 http://www.thecustomersshoes.com/?p=7061 We define the customer experience as being “how you make your customers feel whenever, wherever and however they interact with you.” This therefore covers the complete range of the customer journey especially at the moments of truth. In this post we share with you how Letraset delivered expensive pens and poor customer experience. Letraset will not […]

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Passionate Pillow Talk of the Customer Experience Kind http://www.thecustomersshoes.com/passionate-pillow-talk-of-the-customer-experience-kind/ http://www.thecustomersshoes.com/passionate-pillow-talk-of-the-customer-experience-kind/#respond Thu, 06 Mar 2014 17:34:50 +0000 http://www.thecustomersshoes.com/?p=466 How one employee went the extra mile to deliver a great customer experience. Chocolates on the pillow are no good if the pillow isn't comfy.

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Are We Cultivating Customer Experience Loyalty In The 21st Century? http://www.thecustomersshoes.com/are-we-cultivating-customer-experience-loyalty-in-the-21st-century/ http://www.thecustomersshoes.com/are-we-cultivating-customer-experience-loyalty-in-the-21st-century/#respond Mon, 30 Dec 2013 20:39:52 +0000 http://www.thecustomersshoes.com/?p=6737 Whilst organisations spend millions on building close relationships with their customer base, there is always going to be a balance between the experiences had, and that expected. Keeping a customer’s loyalty today is much harder and more involved than it ever has been, because factors are continually changing to dramatically transform the organisational landscape. With […]

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How A Heart Warming Holiday Video Involving Santa And West Jet Passengers Went Viral And Sent Customers Soaring With Delight! http://www.thecustomersshoes.com/west-jet-delighting-the-custome/ http://www.thecustomersshoes.com/west-jet-delighting-the-custome/#respond Thu, 12 Dec 2013 15:53:43 +0000 http://www.thecustomersshoes.com/?p=6721 Delighting The Customer West Jet Airlines love their guests and pride themselves on showing how much they truly care. Flying to more than 80 destinations in North America, Central America, and the Caribbean, part of this company’s ongoing commitment is to care, and to make sure that someone is available for every passenger, at every […]

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The Illusion Of Understanding: Are You Being Empathic As A Leader In Your Organisation Today? http://www.thecustomersshoes.com/the-illusion-of-understanding-are-you-being-empathic-as-a-leader-in-your-organisation-today/ http://www.thecustomersshoes.com/the-illusion-of-understanding-are-you-being-empathic-as-a-leader-in-your-organisation-today/#respond Mon, 25 Nov 2013 17:19:12 +0000 http://www.thecustomersshoes.com/?p=6673 I think it can be true to say that to be a highly empathic person one must not only have an insatiable curiosity, but find more interest in others than you. To be a leader who does little more than ‘bark up his own tree’, does little or nothing for the role of great empathy […]

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Do You Have A Coaching Leadership Style? http://www.thecustomersshoes.com/do-you-have-a-coaching-leadership-style/ http://www.thecustomersshoes.com/do-you-have-a-coaching-leadership-style/#respond Wed, 23 Oct 2013 13:42:02 +0000 http://www.thecustomersshoes.com/?p=6635 In my opinion many leaders are still unclear about the purpose of coaching and mentoring in the workplace and what it ‘really ‘involves; when and where they should be used, and when and where they work. Good coaching skills focus specifically on personal development rather than just accomplishing tasks. Through personal conversations with employees, coaching […]

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Apple’s Secret Genius Training Manual A Reference For All Course Designers and Developers http://www.thecustomersshoes.com/apples-secret-genius-training-manual-a-reference-for-all-course-designers-and-developers/ http://www.thecustomersshoes.com/apples-secret-genius-training-manual-a-reference-for-all-course-designers-and-developers/#respond Tue, 22 Oct 2013 19:19:29 +0000 http://www.thecustomersshoes.com/?p=6632 There are many organisations around the world who are committed to creating the greatest in the customer experience. And yet there are still many who just still get it wrong!  To be exceptional it is important that you hire, train, motivate, and teach through great delivery, employees to communicate with their customers at every single […]

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Why Constant And Strategic Innovation Is A Must In The Customer Experience http://www.thecustomersshoes.com/why-constant-and-strategic-innovation-is-a-must-in-the-customer-experience/ http://www.thecustomersshoes.com/why-constant-and-strategic-innovation-is-a-must-in-the-customer-experience/#respond Sat, 19 Oct 2013 11:55:19 +0000 http://www.thecustomersshoes.com/?p=6612 Steve Jobs’ tenure at Apple caused the organisation to be at the forefront of constant and strategic innovation. He fully understood and knew why constant and strategic innovation is a must in the customer experience. Just look at what they have achieved. “Innovation has nothing to do with how many R&D dollars you have. When […]

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The Secret To Personal And Business Change In Your Dealership Culture http://www.thecustomersshoes.com/the-secret-to-personal-and-business-change-in-your-dealership-culture/ http://www.thecustomersshoes.com/the-secret-to-personal-and-business-change-in-your-dealership-culture/#respond Sun, 29 Sep 2013 18:51:39 +0000 http://www.thecustomersshoes.com/?p=6602 “Culture” can be defined as the shared values and practices of dealership employees. Business cultures change over time, primarily as a result of employees leaving and joining the company. Change and optimism go together. These may be positive, or not; they may be major changes, or not, but what is crucial is that you yourself […]

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What Has Fashion To Do With The Automotive Industry And The Customer Experience? http://www.thecustomersshoes.com/what-has-fashion-to-do-with-the-automotive-industry-and-the-customer-experience/ http://www.thecustomersshoes.com/what-has-fashion-to-do-with-the-automotive-industry-and-the-customer-experience/#respond Mon, 23 Sep 2013 16:10:22 +0000 http://www.thecustomersshoes.com/?p=6573 Today I read an interesting post by Angela Ahrendts, CEO of Burberry. The post’s subject is The Wisdom of Teams, full post here. In other LinkedIn Groups I’ve noticed several people starting discussions on fashion in the automotive industry, one in particular challenging that it has nothing to do with it. Fashion has nothing to […]

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Why Are So Many Organisations Procrastinating With Their Customer Experience Training? http://www.thecustomersshoes.com/why-are-so-many-organisations-procrastinating-with-their-customer-experience-training/ http://www.thecustomersshoes.com/why-are-so-many-organisations-procrastinating-with-their-customer-experience-training/#respond Mon, 26 Aug 2013 18:57:11 +0000 http://www.thecustomersshoes.com/?p=6090 “ You’ve got to start with the customer experience and work back toward the technology – not the other way around.” Quote from Steve Jobs in May 1997 at a Disney World Wide Development Conference Procrastination refers to the act of replacing high-priority actions with tasks of lower priority, or doing something from which one […]

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