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…
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…
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…
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…
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…
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than 90,000 people, nestling between the…
As Carillion went into “apparent” liquidation at the beginning of this week, everyone assumed that Carillion was operating a completely broken business model and the company was a victim of…
So much of Pret's history has been steeped in a customer-first tradition. It is reporting best-ever business results. Every indicator shouts "success". So why does this great brand face a…
Why aren’t the naturally entrepreneurial minded geniuses behind new innovative (disruptive) businesses interested in being employees in big corporations? Because they are naturally entrepreneurial thinkers who are stifled by the…