(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the…
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
Stop pursuing the myth of the “ideal” customer Do you have a strategy for vulnerable customers? If not, then you could be missing out on an opportunity to create a…
The vast majority of salespeople are simply not customer-centric enough and it’s costing millions! “The problem is that it’s rare to find a sales head who will admit that, and…
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had…
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…
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…
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…