Customer Experience Design


big picture and small picture thinking

More Lessons from Masters and DJs: Big Picture or Little Picture – Which One is Letting You Down?

As regular readers will know, the recent announcement by Woolworths regarding the future of Masters should have come as a surprise to no one. The accompanying announcement about Home Hardware was more of a surprise, but as a comparatively small business nestled in an out-of-favour segment in the Woolworths empire […]


Customer Service Without A Smile

Have you ever noticed that so many people in “customer service” don’t seem the slightest bit interested in serving customers? Some clearly would prefer to continue the conversation they were having with their colleague, others just look plain tired and worn out despite it being only 15 minutes into their […]

Happy pretty female waiter in apron with notepad and pen in cafe. Looking at camera

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21 Triangles is not David Jones – if only because we couldn’t possibly be that terrible at helping our customers if we tried.

Have you ever received a wrong-number phone call where the person who made the call gets upset at you for not being the person or company they wanted? It happened again to me this morning. A lady asked if I was Real Insurance. My immediate thought was “Well, I haven’t […]


Is the heart of Coles’ success good customer experiences?

In recent articles I may have been a touch critical of customer experiences at some of our iconic national companies, and it’s probably time to balance the ledger a little – after all, there are some really good stories out there. I could tell you of my experiences with Matt, […]

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Closing down

How to destroy your business in one easy step.

Normally I’d try to spread the message throughout the article, but this time I’ll get right to the point. The best, fastest cheapest, easiest way to destroy your business with a clear conscience (anyone can do it but some are naturally better than others ) is to blame your customers […]