Thinking outside the box – the basis of innovative thinking
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…
Category: Knowledge & Education
Changing the mindset, one outcome at a time
Customer Outcome Management will fundamentally change the approach you take – to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s…
Closing the loop: the vital missing component in complaints handling
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…
The concept that will change your view of Customer Experience forever
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but…
The future for the high street may be hugely brighter – if companies change
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,…
Harnessing the power of purpose
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.…
What every CEO must know about disruption
The first thing to remember about disruption is that it’s a two-way street. Either you are the disrupter, or you are being disrupted. This means I…
Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it’s the basics of customer service that can make the…
How local companies are helping make Asheville the healthiest city in the USA
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…