Four tips to make Lean more customer-centric
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed…
Tag: case study
The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed…
‘More than just the product’ – the evolution from product centric to customer centric
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special…
Great CX does not always mean great business performance
The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class”…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway’s customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us…
Gamification: an often neglected silver bullet
Use Gamification to accelerate innovation and creativity – Customer Experience needs it! I will always remember the words of a stressed CEO of a highly…