Is Customer-Centricity Going to Lead You to Ruin?
In this post I wish to respond to the assertions made by Sampson Lee in Customer-Centricity Is Not The Solution; Its The Problem. If I understand it Sampson is asserting that pursuing the path of...
View ArticlePlanning for a Successful Customer Experience Journey
This post was originally published as a guest post on Jim Tincher'sHeart of the Customer blog. I have updated it for this repost. As we close out the summer of 2012 travel season, I thought this was a...
View ArticleBuilding the Button to Nowhere
Have you ever heard of the Bridge to Nowhere? I think most of us have; if you haven't, you will momentarily. I recently discovered the Button to Nowhere. Have you ever had this happen while using a...
View ArticleWhy Your Organisation Is Not Customer-centric even if It Is Customer-centric
This is a long post and a philosophic one so you might be better off doing something else unless you have an avid interest in customer-centricity and getting to grips with it. Furthermore, you might...
View ArticleIs This the Most Serious Misunderstanding Plaguing Customer-centricity?
Misunderstanding, reality and narrative There are so many misunderstandings around customer-centricity that it is hard for me to know where to start. In this post, I want to deal with a particularly...
View Article8 Habits of a Highly-Effective Customer-Focused Culture (Part 2 of 2)
Earlier this week, I wrote the first partof this two-part series that covers my take on Dr. Stephen Covey's 8 Habits and how they can be applied to the customer experience discipline. I covered the...
View ArticleAn Interview with Diana Oreck of Ritz-Carlton
Today I am pleased to share with you a guest post by Ashley Furness. Before anyone can land a job at Apple, hiring managers have to ask themselves one question: “Will this candidate offer a...
View ArticlePositioning
In an era of customer self-realization and engagement, excellent customer service and technological advantage is not enough. Innovation and development based on generic drivers does little more than...
View ArticleListening to Customers & Employees During Times of Change
Has your company been acquired, merged with another company, ousted its executive team, or just been wading through changes that executives are trying to instill across the organisation?read more
View ArticleStrategy and CX: what are the five questions that you need to answer?
Recently, I came across this piece – Don’t Let Strategy Become Planning - from Roger Martin. I recommend reading it. If you do not wish to make the time then this post is for you.read more
View ArticleIs this the most important question to live and operate from?
What is the most important question that one needs to grapple with when it comes to customers and the customer-centric orientation? Is it: Image: jessicajoyrees.comread more
View ArticleWhat Is There To Be Loyal To?
It was my birthday recently and during the course of it I got birthday cards. I want to share one that I got from one of my sons:To Papa, I wish you a happy birthday. Love you lots and thank you for...
View ArticleJeff Bezos is a CX Dream Come True!
Last week, I wrote about Union Bank and their "Do Right" campaign. I love the campaign, but I was left with questions as to whether employees live it and customers experience it. One company who leaves...
View Article2 Approaches to Design and 4 Rules of Understanding Humans
I get this all the time. Whenever we talk about Design Thinking’s user-centered approach to finding opportunities and understanding your customer better, someone always reminds me that one of the...
View ArticleNew Futurelab Representations in Barcelona and Valencia
We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.Both gentlemen will act as...
View ArticleDoes Your Business Emanate the Warmth of a Cool Fluorescent Light?
I recently read Setting The Table by Danny Meyer. This book shows up for me as inspiring, useful and entertaining. In this post I want to share with you a few passages from this book and my thoughts on...
View ArticleThe Dark Side of Customer Focus, CRM, and Customer Experience
What is the cost of putting profits before customer interests?This week one of the UK’s largest insurance brokers got hit with a £7.4m fine. Why? This is what Tracey McDermott, the FCA’s director of...
View ArticleHow to Transform Your Organisation by Centring on the Customer
I’d like to re-start blogging by sharing with you what shows up for me as a most enlightening and inspiring tale of leadership, customer-centricity, and organisational transformation. Let’s start.I...
View ArticleWhat Employees Do When No One is Looking
Do you know what your employees are doing when no one is looking?I love Herb Kelleher's definition of culture: "Culture is what people do when no one is looking."read more
View ArticleWhat Is the Access to Customer-Centricity and Innovation?
I have been reflecting over 20+ years of experience centered on enabling, effecting, facilitating business change and improving business performance. During this time I have been involved with a whole...
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