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…
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people and a rich culture. The…
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider. Speaking as a surgeon, healthcare…
Fast-growing startups can quickly outgrow their management As businesses start to become successful and grow, this can often present many challenges to them. Challenges that can be just as difficult to…
Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To…
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them. But if I had to…
Nokia, Blackberry, and Yahoo. What do they have in common? They all dominated their markets and then, within a pretty short space of time, lost their top dog status. There is more to a…