Regret: your improvement catalyst

In my work with nonprofit organisations, and with mentees across a wide range of commercial and nonprofit settings, I see regret quite often as a drag on innovation, productivity, and improvement. One of the key steps involved in moving my clients forward, therefore, is to help them shift from feeling somewhat stuck in regret, to… Continue reading Regret: your improvement catalyst

Touchpoints and Touchstones for quality engagement

The importance of user experience (UX) has been a major theme of marketing, project management and design (affecting products and services of all kinds) over recent years. This has been expressed in numerous ways, but the customer (member, donor, client) journey and the employee journey are notable examples. Touchpoints on the journey Journey maps or… Continue reading Touchpoints and Touchstones for quality engagement