Exploring Customer Experiences with Soul – The Full Bibliography

Customer Experiences with Soul is a very different kind of book to those previously written about customer experience design. I thought that I would share the full bibliography and explain a little more about what is inside, how our book can be used to inspire and instigate change in businesses and organisations, and how we are implementing our new tool ‘the holonomic circle’ with clients.

While other books have been excellent at talking about the tools and techniques such as customer journey mapping, almost none have gone behind these tools and techniques to look at what really is needed from leaders to engage whole organisations and place the customer experience within a wider context of purpose, values and also personal transformation. Continue reading “Exploring Customer Experiences with Soul – The Full Bibliography”

Designing the Customer Experience

In 2002, fifteen years ago, David Kelley stopped calling his design company Ideo’s approach “design” and instead named it as “design thinking.” This would become one of the most important ideas of the 21st century. But design thinking did not come out of nowhere.

In the 1990s an approach called ‘designing the customer experience’ was developed at the Human Factors department of BT Laboratories in Ipswich. In the early 1990s the focus was on human-computer interaction, a discipline mostly based in university research departments, with little connection to marketing departments, product managers, service centres and business strategists. The process ‘designing the customer experience’ was created to reposition Human Factors and user-centred design at the very heart of the product life-cycle within organisations, thus helping to lay the groundwork for the development of design thinking, service design, customer journey mapping and concepts such as customer success. Continue reading “Designing the Customer Experience”

Who is in our Book?

Work on Customer Experiences with Soul began in 2014 when we started to record in-depth interviews with visionary business leaders, designers, activists and entrepreneurs who in one way or another expressed our Holonomics approach, the values, the way of seeing and the design and implementation of systemic solutions.

The interviews were wide-ranging and absolutely fascinating, and I would like to introduce you to those people who kindly gave us their time and shared their thinking for our book. Continue reading “Who is in our Book?”

What’s in our Book?

Well the period of blood, sweat and tears is now over and our manuscript and cover have now been signed off. We decided to print off the manuscript to see what it would approximately look lik, and this is what you are seeing in the photo above; it’s not the final printed version.

But as we are getting very close to publication, I thought you may like to see our table of contents. Continue reading “What’s in our Book?”

The Magic of a Great Performance

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”