Insights

Traditional communications reflects a feudal mindset

A new opening in our marketing and communications department for a traditional old-school communicator who can write endless quantities of condescending, deflecting, happy-clappy mumbo jumbo, stating-the-bleeding-obvious content. Ideal candidate should be able to see every crisis as an opportunity to waffle endlessly. As Brexit looms like a plague of starving locusts, Tom Enders, the chief… Read More »

Perverse incentives create perverse behavior

“Anyone else find the new Gmail interface sluggish?” The question was asked on a forum and there was a deluge of replies. “For me it’s so unresponsive that I’m at a loss for words how google put this into production,” the commenter continued. “I have a modern, new computer and modern, urban internet good enough… Read More »

Use and convenience replace trust and security

“Sheryl Sandberg: The Teens ‘Consented’ to Putting Facebook Spyware on Their Phones.” Another day, another screaming headline exposes negative behavior by Facebook. Adweek reported on a survey which asked U.S. adults how they would trust 100 of the biggest brands with their personal data in exchange for “more relevant offers, goods and services”. Facebook ranked… Read More »

The changing nature of trust

The 2019 Edelman Trust Barometer “reveals that trust has changed profoundly in the past year—people have shifted their trust to the relationships within their control, most notably their employers.” Trust has not disappeared. We still trust. In many ways, we trust more than ever. We just trust differently. There has been a huge decline in… Read More »

The Web is a pattern of human behavior

I’m currently reading a history of India and came across the ancient term “sitting dharna”, which involves fasting at the door of one who usually who owes you a debt. The exact same custom was enshrined in ancient Irish law. I am an avid history reader and am struck by how common the world is.… Read More »

Top tasks are the invisible gorilla

The top tasks of organizations are often very different to the top tasks of customers because organizations think and see differently than customers. The top tasks of a digital team, for example, will usually be strongly associated with the particular project they are currently working on. For management, it’s the latest policy or program that… Read More »

Fake metrics: Impressions are the new hits

We all know that HITS stands for How Idiots Track Success. Well, IMPRESSIONS stands for Idiots Making Pretentious Resources Endlessly So Suckers In Organizations Notice Something. It’s the next chapter in the endless saga of the Cult of Volume. So much human work is hugely wasteful. So rarely is the question: How do I serve… Read More »

The dark side of simplicity

Life is effort. Life is energy. But we’re always looking for the shortcut, the low-hanging fruit. As Steve Krug famously said: “Don’t make me think.” The more complex the world becomes, the more we crave simplicity, while at the same time wanting to benefit from the positives that complexity brings. “Whenever we are about to… Read More »

Customer experience is stressful

Dealing with customers can be rewarding and fulfilling. It can also be distressing and depressing. Customers today are not easy to deal with and things will only get more difficult. There has been a collapse in trust and respect for organizations in many countries around the world. Much of it is deserved. The populists who… Read More »

Customer experience trends for 2019

Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12% of respondents regarded their companies as being mature when it came to customer experience. “Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue),”… Read More »