Enhancing your customer experiences

The foundation of pretty much any business is gaining and keeping customers.

What do I mean by a customer decision journey?  This is the process your customers firstly select your business to consider buying from, then evaluate your business, and finally buy your product of service, but it also encompasses their experiences post purchase and into buying or using again building a positive performance loop.… Read more

Triggering the right behaviour

A trigger is a cue, or a call to action. It’s something that says, “Do this now.”  But there can be different sorts of triggers depending on your motivation and ability.

Considering my preferred model of behaviour  developed at Stanford University by B.J. Fogg, the trigger is a criticla part of the model.  As we have seen behaviour is based on both your ability to perform the behaviour and your motivation to perform the behaviour… but to actually behave in that way you need a trigger.… Read more

Simplify your arguments to influence

A key skill relevant to leaders at all levels is the ability to positively influence people in such a way that others seek to follow you and act willingly —as opposed to complying with your orders because of the “authority” you hold from the organisation.  We discussed this last week as we reviewed how we could influence more using stories, emption and benefit to convince people.… Read more

Emotional appeals not just facts influence more

A key skill relevant to leaders at all levels is the ability to positively influence people in such a way that others seek to follow you and act willingly —as opposed to complying with your orders because of the “authority” you hold from the organisation.  We discussed this last week as we reviewed how we could build personal credibility and encourage others to influence change positively through letting others talk.… Read more

Build your credibility and then pass the microphone to others

A key skill relevant to leaders at all levels is the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation.  We discussed this last week as we reviewed how we should flex our preferred social style to work with the preferred styles of others to positively influence them towards change.… Read more