Is your customer retention approach all wrong?
You might want to re-think your customer retention strategy If your customer attrition rate is higher than your competitors or if a well-meaning executive has…
Tag: customer strategy
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”…
Time to junk the satisfaction survey
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about 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…
Customer Experience is stalling around the world! What next?
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s…
Is it time to retire Customer Success Management?
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s…
Most strategies don’t work! Here’s how to have one that does
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all…
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…
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…