Customer Experience

  • Concentrated learning
    By Kirsten Gibbs on July 9, 2021
    Concentrated learning
  • Goals
    By Kirsten Gibbs on July 8, 2021
    Goals
  • Selling up
    By Kirsten Gibbs on June 9, 2021
    Selling up
  • Markets
    By Kirsten Gibbs on May 27, 2021
    Markets
  • Empathy comes before logic
    By Kirsten Gibbs on May 21, 2021
    Empathy comes before logic
  • The monster in the office
    By Kirsten Gibbs on May 14, 2021
    The monster in the office
  • Considered adoption
    By Kirsten Gibbs on May 12, 2021
    Considered adoption
  • Superficiality
    By Kirsten Gibbs on May 5, 2021
    Superficiality
  • Appropriate Technologies
    By Kirsten Gibbs on April 20, 2021
    Appropriate Technologies
  • Teams
    By Kirsten Gibbs on April 9, 2021
    Teams
  • Semiotics
    By Kirsten Gibbs on March 25, 2021

    Sending a signal - on purpose or not.

    Semiotics
  • Recorded messages
    By Kirsten Gibbs on March 24, 2021

    When a recorded message really is the right thing to do.

    Recorded messages
  • Family firms
    By Kirsten Gibbs on March 16, 2021
    Family firms
  • Customer delight?
    By Kirsten Gibbs on February 23, 2021

    Really?

    Customer delight?
  • Just in time
    By Kirsten Gibbs on February 18, 2021

    Or is it 'hand to mouth'?

    Just in time
  • Promises, promises
    By Kirsten Gibbs on February 11, 2021

    Underpromise, overdeliver (not the other way around).

    Promises, promises
  • Emotional labour
    By Kirsten Gibbs on February 10, 2021

    It needs to be shared too.

    Emotional labour
  • Here’s your welcome treat
    By Kirsten Gibbs on January 28, 2021

    Or, how to achieve the opposite of what you intend.

    Here’s your welcome treat
  • Self-determination
    By Kirsten Gibbs on January 18, 2021

    Or so we think.

    Self-determination
  • Meeting Spec
    By Kirsten Gibbs on January 12, 2021

    The starting point or the bar?

    Meeting Spec