Dundee’s a great place to live, we’re well connected by road & rail (just need to work on air!), which means that most of Scotland is little more than an hour away. These days I prefer to take the train wherever possible. It’s less stressful than driving, and it means that I can get some … Continue reading Making life easier
When I worked for Ernst & Young back in the early 90s, we had to account for every 10 minutes of our time. Each hour equated to 6 units, and we had a weekly target of billing a minimum of 75% of chargeable time. In reality, most of us were billing over 100% of our … Continue reading Why are you still charging by the hour?
We went to Edinburgh yesterday. When we go at the weekend, we tend to make use of the park & ride at Ingliston and take the Tram in to the City Centre. It saves paying a ridiculous amount for parking, and it's a lot less stressful. Over the past couple of years I've observed the … Continue reading Edinburgh’s Trams are not a good User Experience!
Yesterday I took the train to Newcastle for a meeting. We'd been introduced after I spoke at an event in the City back in November, and had a great Skype call before Christmas. The next logical thing to do was meet face to face, so we could have a more in-depth conversation. It was also … Continue reading 6 hours on a train for a 90 minute meeting
It was the autumn of 2015, when Mackie invited Mike Press, myself and Taylor Stillie for lunch in the D'Arcy Thomson to talk about a new venture he was working on. I still worked at the University at the time, Mike was still Head of Design Policy at DJCAD, and Taylor was the SIE intern. … Continue reading Gallery 48 delivers yet again
Yesterday afternoon I ran a customer experience workshop. In the second segment we broke the Customer Journey down into four phases - before, beginning, during & after, and looked in detail at what happens at each stage. Most businesses focus on the sale and then getting the service delivered, then move on to the next … Continue reading Going the extra mile
Yesterday I wrote about the fact that opportunities are all around us if we're prepared to look for them. Today I want to put a little meat on the bones for you with some examples. I'm going to tell you three stories over the next week of people who've done just this - made the … Continue reading Making the ordinary extraordinary
We live in a time when it seems that everyone wants to be an entrepreneur. It's sexy to be running a startup, working on the next great App. Putting a dent in the world as Steve Jobs so eloquently put it, when he snared John Scully from Pepsi all those years ago. However, the majority … Continue reading Opportunities all around us
I spend a lot of my time talking to people about how they run their businesses. It's a big part of what I do to earn a living. One of the conversations we've been having a lot recently is about how people create new products & services or improve existing ones. What I'm learning is that most … Continue reading Do you listen to your customers?
Earlier this week I spoke at an event in Glasgow about how to build customer loyalty. As usual, we talked about good and bad experiences. The audience were quick to share bad experiences they'd had. It was the usual mix of banks, mobile phone providers and utility companies. These days people can rattle off bad experiences pretty … Continue reading What makes an experience a good one?