I like making lists (and they sometimes turn into cards) to help people explore lots of different ways of solving a problem or thinking about a topic. Today, I wanted to share a list of my consumer expectations around digital marketing and customer service.  Use as a checklist to evaluate your own experiences, those offered… Read More A long list of ways you can improve your customer experience and digital marketing

Yesterday I was invited to the launch of Linde Gas’s Asia Digitisation Hub here in Singapore  . Before this week, my knowledge of industrial gases was probably limited to the fizz in a bottle of San Pellegrino and their needs to digitise their company would have been a bit of a mystery. Linde is the… Read More Step out of your own industry to find new ways to transform yourself digitally

At the end of 2017 I was involved with one of the most interesting learning projects I have ever designed and run. As part of Hyper Island in Singapore we were working for Axiata, a telco client based in Malaysia but with businesses across South East Asia.  The challenge was to engage up to 12,000… Read More Using AI chatbots to power a digital learning jam

A few years ago I invented a game, a bit like Charades,  based on IMDB’s wonderful Parent’s Guides. I’m sure I’m not the only person who has invented it but I cannot find any other rules online.  I call it Mild Peril and it is perfect for car journeys. I played it last month with… Read More Mild Peril: a game based on IMDB’s Parents Guides

We’re pleased to announce that a German translation of our JTBD cards is now available from us. They have been translated by Eckhart Boehme from Mainz, Germany and we’re grateful for all the hard work he has put in.  They look and feel just as good in German as they do in English and we’re… Read More JTBD-Karten: German version of JTBD Cards now available

Google Trends is great if you want to see whether your brand is doing better than your main competitor and to see how interest in your products, brands or “digital reason to be” varies over time. It becomes a little harder to use when you are conducting a full industry survey as there is a… Read More How do you compare large numbers of items in Google Trends?

Every company online needs a reason to be found via search that goes beyond the brand name.  Without one, your brand and perhaps your product names become the only search terms that you are likely to dominate and that means missing out on traffic, discoverability and customers. Google Analytics provides insight into whether you are… Read More Exploring your digital reason to be with Google Analytics

They say that if you put a frog in water and bring it to the boil the frog will die but if you drop a frog into boiling water it will jump out.  Are we the frog in digital water that just keeps getting warmer? The iPhone is our ID card Ten years ago Apple… Read More The State of Digital: how we got to where we are going without noticing what has really happened

I used the screens in my local McDonalds recently to customise a crispy chicken burger.  It gave me the choice of adding additional toppings or not.  After a few minutes I decided to go with their regular suggestion.  I loved the idea of the control but did not actually need to exercise it,  I suspect… Read More McDonalds, Jobs to be Done and no milkshakes