[5 minute read]
Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.
Still rock and roll to me
Going Dutch - Getting More for Less
[6.9 minute read]
Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!
Nespresso experience: tasty coffee, tasteless strategy
[14 minute read]
This article discusses how to create an emotional connection within your CX to ensure that customers are loyal and not habitual transactors at risk of leaving with one negative experience.
Beyond SMART - How to set your team up for success
[14.8 minute read + 1 minute video]
This article is a look under the hood to see how CapFeather helps clients, and our own team, achieve excellence. We have levelled up the SMART goals concept to MELT your goals instead. So far the results have been remarkable.
How beautiful could you really be?
[12 minute read]
The cosmetics industry sustains amazing margins and denies the conventional logic of competitive economics. This article explains how clever marketing psychology can trump rational value adding.
Six ways to differentiate and emotionally cut through (Part 3)
[11 minute read + 19 minute video + 1 minute video ]
This is part 3 of a 3 part series on how to use emotional needs to cut through. This part re-introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the highest two needs (aspiration and fulfilment). The article how creating harmony to meet our highest needs can cut through in your customer strategy.
Six ways to differentiate and emotionally cut through (Part 2)
[12 minute read + 1.5 minute video]
This is part 2 of a 3 part series on how to use emotional needs to cut through. This part re-introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the second two needs (love and prestige). The article presents tribalism as a way to meet these conflicting needs to create cut through
Is your recovery mindset counter-intuitive?
[8 minute read]
The global pandemic has pushed the world into economic recession. But the news is not as bad as you think. Some sectors are already in recovery. This article describes the contrarian mindset your executive needs to have right now if your organisation will emerge to be successful in the brave new world coming now.
Your road to anywhere starts here and now
[4 minute read + 4 minute really cool 1980s video clip]
This week Qantas announced the fastest sell out in history of one of its flights. The destination? The same place as where the flight took off from. If you ever needed proof people buy things for a whole lot of reasons not making rational sense, now you have it. The implications for your customer value proposition are intriguing.
Six ways to differentiate and emotionally cut through (Part 1)
[8 minute read + 0.5 minute video + 2 minute video]
This is part 1 of a 3 part series on how to use emotional needs to cut through. This part introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the first two needs (certainty and unusual). The examples are interesting because they resolve normally incompatible conflicting needs.
The Secret to Remarkable CX
[5 minute read + 21 minute video]
‘What does it take to cut through with customer experience?’ ‘Is there a sweet spot?’ If you work in customer strategy you have probably faced the risk | reward conflict related to innovation. This article highlights how to define the sweet spot for for remarkable CX.
So Good They Can't Ignore You
[5 minute read + 40 minute video]
BOOK REVIEW: So Good They Can’t Ignore You by Cal Newport
‘Am I fulfilling my passion?’ ‘Am I doing what I really love?’ Most of us have asked ourselves this question at one point or another. I had been ruminating over my role in the businesses I was involved with: are they my 'passion'?
You Are More Like a Renaissance Genius Than You Think
[5 minute read]
At the International Society for Professional Innovation Managers 2019 conference in Florence, CapFeather’s Sarah Daly and Professor Greg Hearn from Queensland University of Technology took a group of innovation managers on a walking tour: