“Most Lean service programmes don’t deliver much value to the customer”
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…
The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
The 7 pillars of customer experience
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
Four tips to make Lean more customer-centric
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed as an outrageous claim: that…
C minus for CX?
Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…
Forget Best Practice – it won’t get you anywhere
Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer experience is “the competitive edge”.…
Five great tips to grab senior management attention on CX
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape or form? “I have 25…
Do you really need to be customer-friendly?
Don't confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in virtually every first meeting I…
An incredible personal brand
Gordon Tredgold, NextTen Director of Customer Experience Leadership, recognised Our resident leadership expert Gordon Tredgold has just been selected by Influencer Marketing Hub as one of their Top 12 Incredible Personal…