CapFeather Edition — CapFeather Global

Robert Dew

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The New CX Method That Increases Value and Impact

[5 minute video, 3 minute read]

Dr Robert Dew describes how Lean CX, the advanced methodology that brings agile management together with customer experience to achieve real results. Find out more about the new Lean CX Online Course, which offers a practical framework and new thinking in an easy to use course design that will help your team deliver real impact, value and growth.

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The New CX Method That Increases Value and Impact
, ,

The New CX Method That Increases Value and Impact

[5 minute video, 3 minute read]

Dr Robert Dew describes how Lean CX, the advanced methodology that brings agile management together with customer experience to achieve real results. Find out more about the new Lean CX Online Course, which offers a practical framework and new thinking in an easy to use course design that will help your team deliver real impact, value and growth.

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[5 minute video, 3 minute read]

Dr Robert Dew describes how Lean CX, the advanced methodology that brings agile management together with customer experience to achieve real results. Find out more about the new Lean CX Online Course, which offers a practical framework and new thinking in an easy to use course design that will help your team deliver real impact, value and growth.

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A Conversation on Lean CX

[2.5 minute video, 6 minute read]

Watch the video of Dr Robert Dew and Cyrus Allen in conversation on their newest book, Lean CX. They discuss: Why Lean CX and why now? Can you explain ‘cut through’ to us? Why is Lean CX important for executives to understand? What’s the difference between Lean UX and Lean CX?

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A Conversation on Lean CX
, ,

A Conversation on Lean CX

[2.5 minute video, 6 minute read]

Watch the video of Dr Robert Dew and Cyrus Allen in conversation on their newest book, Lean CX. They discuss: Why Lean CX and why now? Can you explain ‘cut through’ to us? Why is Lean CX important for executives to understand? What’s the difference between Lean UX and Lean CX?

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[2.5 minute video, 6 minute read]

Watch the video of Dr Robert Dew and Cyrus Allen in conversation on their newest book, Lean CX. They discuss: Why Lean CX and why now? Can you explain ‘cut through’ to us? Why is Lean CX important for executives to understand? What’s the difference between Lean UX and Lean CX?

Share
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Still rock and roll to me

[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

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Still rock and roll to me
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Still rock and roll to me

[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

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[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

Share
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Going Dutch - Getting More for Less

[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

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Going Dutch - Getting More for Less
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Going Dutch - Getting More for Less

[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

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[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

Share
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Apple Includes Respect for Privacy in its New iOS

[3 min read]

If you are not paying on Facebook, Google, or a host of other companies that rely on your data for their success - you are the product. Facebook customers in particular are becoming uneasy as stalker-ish levels of advertising and engagement are reaching tipping point, but they are not the only culprits. Apple has addressed the problem head on in it’s new operating system design, and Facebook aren’t happy.

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Apple Includes Respect for Privacy in its New iOS
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Apple Includes Respect for Privacy in its New iOS

[3 min read]

If you are not paying on Facebook, Google, or a host of other companies that rely on your data for their success - you are the product. Facebook customers in particular are becoming uneasy as stalker-ish levels of advertising and engagement are reaching tipping point, but they are not the only culprits. Apple has addressed the problem head on in it’s new operating system design, and Facebook aren’t happy.

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[3 min read]

If you are not paying on Facebook, Google, or a host of other companies that rely on your data for their success - you are the product. Facebook customers in particular are becoming uneasy as stalker-ish levels of advertising and engagement are reaching tipping point, but they are not the only culprits. Apple has addressed the problem head on in it’s new operating system design, and Facebook aren’t happy.

Share
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Nespresso experience: tasty coffee, tasteless strategy

[14 minute read]

This article discusses how to create an emotional connection within your CX to ensure that customers are loyal and not habitual transactors at risk of leaving with one negative experience.

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Nespresso experience: tasty coffee, tasteless strategy
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Nespresso experience: tasty coffee, tasteless strategy

[14 minute read]

This article discusses how to create an emotional connection within your CX to ensure that customers are loyal and not habitual transactors at risk of leaving with one negative experience.

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[14 minute read]

This article discusses how to create an emotional connection within your CX to ensure that customers are loyal and not habitual transactors at risk of leaving with one negative experience.

Share
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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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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.

, , ,

[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.

Share
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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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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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[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.

Share
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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.

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Two faced dealing is not half as good
, ,

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.

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[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.

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

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.

, , ,

[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.

Share
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Six ways to differentiate and emotionally cut through (Part 2)

[12 minute read + 1.5 minute video]

This is part 2 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 second two needs (love and prestige). The article presents tribalism as a way to meet these conflicting needs to create cut through

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Six ways to differentiate and emotionally cut through (Part 2)
, , ,

Six ways to differentiate and emotionally cut through (Part 2)

[12 minute read + 1.5 minute video]

This is part 2 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 second two needs (love and prestige). The article presents tribalism as a way to meet these conflicting needs to create cut through

, , ,

[12 minute read + 1.5 minute video]

This is part 2 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 second two needs (love and prestige). The article presents tribalism as a way to meet these conflicting needs to create cut through

Share
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Is your recovery mindset counter-intuitive?

[8 minute read]

The global pandemic has pushed the world into economic recession. But the news is not as bad as you think. Some sectors are already in recovery. This article describes the contrarian mindset your executive needs to have right now if your organisation will emerge to be successful in the brave new world coming now.

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Is your recovery mindset counter-intuitive?
, , ,

Is your recovery mindset counter-intuitive?

[8 minute read]

The global pandemic has pushed the world into economic recession. But the news is not as bad as you think. Some sectors are already in recovery. This article describes the contrarian mindset your executive needs to have right now if your organisation will emerge to be successful in the brave new world coming now.

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[8 minute read]

The global pandemic has pushed the world into economic recession. But the news is not as bad as you think. Some sectors are already in recovery. This article describes the contrarian mindset your executive needs to have right now if your organisation will emerge to be successful in the brave new world coming now.

Share
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Your road to anywhere starts here and now

[4 minute read + 4 minute really cool 1980s video clip]

This week Qantas announced the fastest sell out in history of one of its flights. The destination? The same place as where the flight took off from. If you ever needed proof people buy things for a whole lot of reasons not making rational sense, now you have it. The implications for your customer value proposition are intriguing.

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Your road to anywhere starts here and now
, , , ,

Your road to anywhere starts here and now

[4 minute read + 4 minute really cool 1980s video clip]

This week Qantas announced the fastest sell out in history of one of its flights. The destination? The same place as where the flight took off from. If you ever needed proof people buy things for a whole lot of reasons not making rational sense, now you have it. The implications for your customer value proposition are intriguing.

, , , ,

[4 minute read + 4 minute really cool 1980s video clip]

This week Qantas announced the fastest sell out in history of one of its flights. The destination? The same place as where the flight took off from. If you ever needed proof people buy things for a whole lot of reasons not making rational sense, now you have it. The implications for your customer value proposition are intriguing.

Share
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Six ways to differentiate and emotionally cut through (Part 1)

[8 minute read + 0.5 minute video + 2 minute video]

This is part 1 of a 3 part series on how to use emotional needs to cut through. This part introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the first two needs (certainty and unusual). The examples are interesting because they resolve normally incompatible conflicting needs.

, , ,
Six ways to differentiate and emotionally cut through (Part 1)
, , ,

Six ways to differentiate and emotionally cut through (Part 1)

[8 minute read + 0.5 minute video + 2 minute video]

This is part 1 of a 3 part series on how to use emotional needs to cut through. This part introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the first two needs (certainty and unusual). The examples are interesting because they resolve normally incompatible conflicting needs.

, , ,

[8 minute read + 0.5 minute video + 2 minute video]

This is part 1 of a 3 part series on how to use emotional needs to cut through. This part introduces the CAPFUL needs framework. It also contains examples of cutting through related to meeting the first two needs (certainty and unusual). The examples are interesting because they resolve normally incompatible conflicting needs.

Share