Today Boris Johnson, the British Prime Minsiter, published his 50-page ‘exit strategy’ document from the coronavirus lockdown. There is just one part of this launch that I would like to analyse, that is his teacup. This is not a humourous article, it is written with seriousness and sincerity. And this is because for me the teacup represents ‘an instance worth a thousand bearing all within itself’. Continue reading “Boris Johnson’s Teacup – An instance worth a thousand bearing all within itself”
Many organisations and brands are now rethinking their purpose in the light of the coronavirus crisis, as people seek to have more authentic relationships with those they buy and interact with. While we do of course discuss purpose in Customer Experiences with Soul, we place authenticity at the very heart of our framework.
We define authenticity as the maximum coherence between what we say, what we mean and what we do. Continue reading “On Authenticity”
James Timpson is the Chief Executive of Timpson Group, a business which was founded 150 years ago making, selling and repairing shoes. Today Timpson has a network of shops across the UK and is much more than a cobbler. Their services also include cutting keys, phone repairs, engravings and repairing watches.
Timpson are committed to being a responsible organisation that acts with integrity in everything which they do. They are accredited by the Fair Tax Mark who recognise that Timpson strive to pay their fair share of taxes at the right time and in the right place. Their team at The Timpson Foundation support the recruitment of those marginalised groups of society who are often passed by when companies seek new colleagues, for example ex-armed forces personel and those who have been in prison but who now wish to find secture employment.
The business is still fully owned by Chairman and Chief Executive John Timpson, who is well known for his unique business style which he calls ‘Upside-down Management’. In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector and in 2017 was knighted for his services to business and fostering.
Maria and I were honoured to be able to include an interview from John Timpson about upside-down management, his commonsense management philosophy which is based on ensuring that those who have the power to really make a difference to customers actually have the power to get on with their work and do that is which is necessary. Timpson are a company which truly trusts everyone who works for them and which gives them the freedom to do that which they think best for their customers. Continue reading “Timpson: An Authentic Customer Experience with Soul”
For the entire global human population, these last few weeks have been frightening, stressful, challenging, worrying, demanding, and for many thousands of families, tragic. For those millions of us who are in a position to be able to do so, our lives have been dramatically curtailed through lockdown, while many millions more are still working in either essential services, or having to work in order to be able to contiue paying their bills and feeding their families.
The political leadership of different counntries have reacted and responded in many different ways, either helping to mitigate against the worst impact of Covid-19, or in other instances placed more people in danger through delayed or inadequate responses. With many countries therefore experiencing a void in collective help and support, businesses and organisations have been stepping in to help their customers, clients, worksforces and communities.
What we have been discovering in this trategy is therefore which organisations and businesses truly have soul. Which ones are more focused on sales and profit at any cost, and which ones are acting with humanity, understanding that their success can only come from the collective efforts of their people, and from serving their communities from which their livelihoods come from. Continue reading “We are now discovering which businesses truly have soul”
In Customer Experiences with Soul we place the trinity of authenticity right at the very heart of the holonomic circle. This is of central importance, since if you are not authentic, neither will your purpose be.
Great actors plunge themselves into a role and give their all to achieve a great performance, but we cannot expect our service to be experienced as a great play if those responsible for that service, in any part of the organisation, are not moved by the purpose.
Soulfulness is wholeness, and it is only when all the parts of a product, service, organisation, brand and purpose fully belong together that we are able to create a customer experience with soul. The magic truly begins when everyone in a business, organisation, network or ecosystem become like great actors who allow themselves to be performed by the play, and the magic is experienced by customers when a brand, purpose and values start to play us. Continue reading “The Magic of a Great Performance”
In Customer Experiences with Soul Maria and I discuss the most recent customer experience research from Temkin Group, as well as discussing their model for the competencies business leaders and entrepreneurs must master to really be able to innovate in the area of CX design.
The four competencies are:
- Purposeful Leadership: Operate consistently with a clear set of values.
- Compelling Brand Values: Deliver on your brand promises to customers.
- Employee Engagement: Align employees with the goals of the organization.
- Customer Connectedness: Infuse customer insight across the organization.