Persuasion is one of the most fundamental human characteristics. And according to a survey by LinkedIn, persuasion is second only to creativity in the list of top cores soft skills in business. But while persuasion has a bad rep due to its link with manipulation, influencing is often viewed as a more positive interpretation. Whether … More Influencing is dependent on empathy
I always find it fascinating when you go back to the source of an idea. So often, we read what other people have said about an author, an idea, or a text, but don’t have the opportunity (or time) to go back to the original. I’m just reading John Dewey’s short treatise Experience and Education, … More Quality of experience is everything
Listen to the needs and experiences of your super-consumers. How are they using your product differently? What would they love your product to do? Use them as a way to understand how to improve sales to all your consumers. Find out who in your company is a super consumer of your products. Ask them … More Make the pie bigger
You can find information to support any argument. But have you actually experienced the situation you’re interested in? White papers, reports, research, blog posts all contain useful information. But they provide you with second hand information which may not be relevant to your specific context. Your perspective is unique, and your context is different. Your … More Is that your experience?
Everybody’s experience is valid. But all too often we are required to limit our experience to conform to the will of others. Nowhere is this more true than in organisations. Every organisation has a shared system of beliefs and behaviours, which can be understood as its culture. Cultures emerge from the constant interaction of people … More It’s time to liberate experience
It’s increasingly evident that digital disruption is wreaking havoc across many sectors. But to understand how digital technology is changing customer experience, it’s useful to consider how digital is changing human experience in its entirety: ‘Search’ is rewiring our brains, and changing what we need to remember The cloud is changing our perception of ownership … More Digital is changing human experience, not just customer experience
This post was written in conjunction with Carl Lyon for The QoE and was first published on The QoE blog Our first topic of 2016 explored knowledge, power and influence in organisations. Or to be more specific, where is the knowledge, who has the power, and how is this affecting the ability to influence behaviour? … More How do knowledge, power, and influence affect customer experience?