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Warning - if you want to help your customers ignore what they say!

Warning - if you want to help your customers ignore what they say!

It's counter-intuitive, but if you want to improve your customers' experiences then don't be a slave to what they ask for.

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Don’t be blind-sided - consider the big picture even when making 'small' changes

Don’t be blind-sided - consider the big picture even when making 'small' changes

Introduce systems thinking to understand the wider consequences, both intended and unintended.

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What to say to nudge behaviour change

What to say to nudge behaviour change

The right words (and tone) can nudge people into action. Here are some tips.

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What experiences do your customers remember?

What experiences do your customers remember?

We don't consciously remember everything. So why do some things stick?

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Don’t ask your customers for ideas!

Don’t ask your customers for ideas!

People have ideas based on what they know, not on what they don't know yet - this limits innovation.

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