Most strategies don’t work! Here’s how to have one that does
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in…
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in…
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday.…
Maximum results are achieved when you are both effective and efficient! When clients engage me, it's usually to help them drive operational efficiency improvements. More often than not they have been…
Maybe it's the wheel and not the hamster that needs changing! Recently I was working with a client on helping them achieve some performance improvements. As we reviewed how one department…
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert…
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer…
Bear this number in mind when aligning your organisation around the customer. It’s become more than a cliché but people (including me) are still writing articles with a compelling number…
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a customer-centric company. Although not yet…
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is, and if there is a…