When disruption strikes, will you be ready?
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying…
Tag: Article
Want more engagement? Find your Champions
The future of employee engagement is in-house Champions. Google does it, SAP does it, Even little companies do it, Let’s do it, let’s get a…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s…
Are you ignoring your vulnerable customers?
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…
New to Customer Experience? Three ideas to give you that vital edge
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised…
Voice of Customer and Big Data will never be your key differentiator!
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local…
What makes customer-driven companies so hard to build?
Lazy thinking would suggest leadership but the reasons are more subtle It makes depressing reading. Virtually every survey I read hammers the same fact: customer…
Focus: a recipe for customer success
Sometimes you just need to stick to one thing and do it really well Back in January I had a celebratory meal that illustrated the…