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How Well Are You Positioned to Make The Shift to Being a “Customer Company”?...
It takes something to run a marathon. It takes something to orient your organisation around the customer. It takes something to be a “Customer Company”. And it takes a lot more than technology or...
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How Sky Failed Me at the Moment of Truth
How companies respond to moments of truth says all there is to say about the company and its orientation towards customers. This is where the talk of customer focus, customer experience, and...
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Why Not Treat Customers, Employees and Suppliers Badly?
We are not here merely to earn a living and to create value for our shareholders. We are here to enrich the world and make it a finer place to live. We will impoverish ourselves if we fail to do so. -...
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Is This The Answer to Collaboration, Creativity, and Innovation?
I met up with a ex-colleague today who is passionate about customers, about service, and about the customer experience. He showed me the NPS charts and figures and lamented that so little real change...
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Does Your Business Emanate the Warmth of a Cool Fluorescent Light?
I recently read Setting The Table by Danny Meyer. This book shows up for me as inspiring, useful and entertaining. In this post I want to share with you a few passages from this book and my thoughts on...
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Shiny Objects and Stupid Practices Won’t Make You a Customer Loyalty Leader
Imagine coming across a car that grabs your attention – in particular you are taken with the handling and performance of the car. So you take a look at this car and identify the features that...
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Customer Service, Customer Experience, Customer-Centricity: Just Fluff?
Is Customer Experience just fluff? Is all this talk of customer service, customer-centricity and customer experience merely fluff? That is the question that someone put to me recently. Allow me to...
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The Power of Essential Integrity In A World Where Integrity Is Lacking
You are most effective when you act out of essential human values. When you behave with integrity, you use the challenges in your life to express your higher self. You might not always achieve success,...
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Do You Allow Your Employees The Space To Be Great With Customers?
What Happened to the Human Touch? Think back to your last encounter with an employee of a retail store? Did that encounter meet your expectations? Did that encounter leave you ‘uplifted’ in some sense?...
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Customer & Leadership: Is There A Formula / Recipe For Success?
I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms...
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