Paul Pember
@Paul__Pember
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Supporting organisations succeed at customer experience | Founder & Chief Consultant @cx_score
London, England
Joined July 2012
"Build small habits. Make big plans. 1) Keep your daily actions small. Strive to get 1% better every day. 2) Keep your daily mindset big. Think about how you can play a bigger game. Start small, but never dream small." –@JamesClear
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Founder mode is always doing customer service.
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Introducing: “What’s The Problem?” Let’s help *everyone* get to the starting line. Accessible to all, the story of Fiatello and the Big Red Button is something we can all send *before* the first Bitcoin book / podcast / video. Please share it with everyone you care about (link
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Amen to number 4 👊🏼
David Senra (@FoundersPodcast) has read 365+ books on history's greatest entrepreneurs. Last night he got to share some of the best lessons he's learned with @patrick_oshag. Here are 17 key insights from their conversation: 1) The best investors aren’t investors, they’re
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⬇️ Question for you 👇🏼 Which of these points does your programme need to focus on? #customerexperience #transformation
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6️⃣ Create OPPORTUNITY CARDS I have a soft spot for these. They provide your programme with a way to visualise, prioritise and describe each potential opportunity. Each opportunity card has 6 sections: description, pain points it solves, the value-add, evidence, risks and
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5️⃣ Don’t develop in the shadows, EXPERIMENT & CO-CREATE Experimenting helps you learn, engage and develop your services and products. Builds momentum and prevents you from wasting resources on delivering stuff that doesn’t have an impact. Co-create with people who are ‘in the
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4️⃣ Measure your CUSTOMER EXPERIENCE MATURITY This is the equivalent of an MOT on your car before a long trip or a health check at the doctors before climbing Everest. It’s making sure you have the “organisational muscles” to deliver your strategy and programme. You might have
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3️⃣ Conduct a PRE-MORTEM Yep, you read this correctly. This is all about being on the front-foot, by pro-actively identifying potential risks to the health of your programme. When working with new clients, one of the first things I do with them is host a pre-mortem. It never
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2️⃣ Go beyond mission, values and develop your CUSTOMER EXPERIENCE PRINCIPLES These principles need to be instructive, directive, actionable - helping your people to make daily decisions in their work. Use your customer insights to help create the principles And ideally…write
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1️⃣ Develop your CHANGE STORY What is it? Don’t worry you don’t need to write a full novel. It’s a one-pager (max) that is simple, memorable and clear. It sets out the WHY you need to change - make sure it brings people together, creates urgency and inspire people of a better
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HOW’S YOUR CUSTOMER EXPERIENCE PROGRAMME GOING? 70% of customer experience programmes fail to deliver. This is not overly surprising. They are not easy things to deliver. So, how can you keep your customer experience programme on track? Here's 6 over-looked ways to prevent
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Proud of @RedQuadrant 's work on this! A subject that really needs work.
The current complex and short-term funding for local culture, one for @lisanandy @DCMS and @AngelaRayner @luhc's in-trays #culture #libraries #funding
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The simplest way to clarify your thinking is to write a full page about whatever you are dealing with and then delete everything except the 1-2 sentences that explain it best.
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"There is only one corner of the universe you can be certain of improving, and that's your own self." Aldous Huxley It's you. Everything you do matters.
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