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The one difference that makes all the difference
The C-level doesn’t get it In a recent post Jeannie Walters she highlighted the 4 challenges facing customer experience practitioners. Which challenge is first in the list? “The C-Level Doesn’t Get...
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Transforming Service through the radical reconceptualisation of Service
We are trapped in out-of-date limiting unhelpful concepts In my last post I asserted that dead concepts are limiting how customer service, customer experience, customer-centricity show up. My point...
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VoC: what’s wrong with VoC and how do you get it right? (Part II)
In the previous post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback)....
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Is eliminating the bargaining power of customers more important than working...
Listening to the Steve Jobs biography by Walter Isaacson I am left with the impression that nothing was more important to Steve Jobs then using technology to produce great products that delivered a...
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Do you know the difference between a good strategy and a bad strategy? (Part...
This is the fourth in the series of posts on strategy making using Richard Rumelt’s masterpiece: Good Strategy Bad Strategy. If you have not already done so then you may get value out of the reading...
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Why 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...
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