Innovation, Customer Strategy, Performance
Cyrus Allen
CapFeather assists 96 year old company, Fibre ...

Fourth generation family business Fibre King attributes its extraordinary 250% sales growth in the last three years to their focus on identifying and developing low-risk innovations, and completely changing their sales conversion process.

CapFeather assists 96 year old company, Fibre King achieve 250% sales growth in 3 years by innovating.
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Lean CX: How to Differentiate at Low Cost and Least Risk [Book Release]

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Lean CX: How to Differentiate at Low Cost and Least Risk [Book Release]

[3 minute read]

Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.

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Why being an AI Leader is challenging, but worth it.

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Why being an AI Leader is challenging, but worth it.

[5 minute read]

Is your organisation leading the field in adopting AI, or is it still on your radar? This article will give you insights into some of the benefits and challenges of recreating your customer strategy around AI.

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Beyond SMART - How to set your team up for success

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Beyond SMART - How to set your team up for success

[14.8 minute read + 1 minute video]

This article is a look under the hood to see how CapFeather helps clients, and our own team, achieve excellence. We have levelled up the SMART goals concept to MELT your goals instead. So far the results have been remarkable.

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We need innovation and agility to build back better

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We need innovation and agility to build back better

[4 minute read]

Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.

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A General Theory of Love [Book Review]

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A General Theory of Love [Book Review]

[3 minute read]

‘Why am I reviewing a book on love you ask?’ Sarah Daly, Operations Director in CapFeather, describes how understanding love might help us in many aspects of our lives, including how we design and manage experiences for our customers.

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How beautiful could you really be?

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How beautiful could you really be?

[12 minute read]

The cosmetics industry sustains amazing margins and denies the conventional logic of competitive economics. This article explains how clever marketing psychology can trump rational value adding.

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Two faced dealing is not half as good

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Two faced dealing is not half as good

[13 minute read + 1 minute video]

Sometimes marketing can go too far. This article exposes a company that (in the author’s opinion) is acting unethically. The article explains how one example of their marketing communications seems to be designed to take advantage of a range of perceptual and cognitive biases to manipulate potential customers.

Christmas 2020: Revealing Strategies for Retail Success

Christmas 2020: Revealing Strategies for Retail Success

[7 minute read]

2020 has been a challenging and opportunity-laden year for retailers. This article describes how retailers adapted over the last year and how they changed to meet their customer’s new needs over the Christmas season.

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Customer Experience in Government: Helping Captive Customers

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Customer Experience in Government: Helping Captive Customers

[4 minute read]

Have you ever felt like a captive customer when dealing with Government organisations? Many of us have been in this situation - there is nowhere else to go for the service and when things go wrong we can feel trapped and vulnerable. Trudie Hurst, Group Manager Customer Delivery in New Zealand’s Southland District Council, addresses this problem head on. She outlines 8 practical ways government organisations can change their focus from organisational to people-centric processes, improving delivery, social wellbeing and value for money to citizens.

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Prediction Machines [Book Review]

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Prediction Machines [Book Review]

[3 minute read]

What if your business could predict what your customers want, before they tell you? Sarah Daly reviews Prediction Machines by Ajay Agrawal, Joshua Gans and Avi Goldfarb and highlights the implications of AI for your customer strategy.

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Six ways to differentiate and emotionally cut through (Part 3)

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Six ways to differentiate and emotionally cut through (Part 3)

[11 minute read + 19 minute video + 1 minute video ]

This is part 3 of a 3 part series on how to use emotional needs to cut through. This part re-introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the highest two needs (aspiration and fulfilment). The article how creating harmony to meet our highest needs can cut through in your customer strategy.

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Would you trust a robot surgeon?

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Would you trust a robot surgeon?

[3 minute read 3 minute video ]

In a relatively short period of time health treatment may look more like something we’re used to seeing in science fiction movies, not our local clinic.

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How to Enhance your Customer Experience with AI

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How to Enhance your Customer Experience with AI

[7 minute read]

Artificial intelligence (AI) already underpins many of our online customer interactions and its use across organisations is growing. How can you use AI to enhance your customer experience? These 5 steps will help you get the right results for your organisation.

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Why Don't Polls and Forecasting Work?

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Why Don't Polls and Forecasting Work?

[3 minute read]

Lessons from The Economist on the US Election 2020

The answer in summary: You can’t predict the future from past performance, and some people aren’t interested in being surveyed.