Why bother with customer journey mapping?
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,…
Tag: customer-centric
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…
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…
Why is “customer-centric sales” a misnomer for most organisations?
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…
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…
Forget Chief Customer Officer, welcome to the new “COO”
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…
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…
Ooh, Uber – look behind you!
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on…