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 of this falls short in some way or other. So, is strategy failing to deliver? In their new book “Beyond Default: Setting Your Organization on a Trajectory to an Improved … Continue reading Most strategies don’t work! Here’s how to have one that does
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday. His hearing isn’t so good these days and, knowing the pub can be noisy when busy, she asked if the party of seven could be … Continue reading It’s no joke: discourtesy hurts your business
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert complaints before they even happen. If a complaint does occur, it is so important to make sure it is easy for the customer to provide … Continue reading The missed opportunity in complaints handling that might save your marriage!
Personally I hate it when you click on a site and find it's not been updated for a while. If you're like me then I apologise, but if you are in search of material on Customer Experience, innovation and change in all its forms, please go to The Next Ten Years where you'll find all … Continue reading Here’s to The Next Ten Years
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer feedback. Companies need to widen their focus from purely complaints i.e. dealing with the “expression of dissatisfaction” to a more strategic approach that I refer … Continue reading Closing the loop: the vital missing component in complaints handling
Bear this number in mind when aligning your organisation around the customer. It’s become more than a cliché but people (including me) are still writing articles with a compelling number in the headline as these are thought to get people clicking more avidly than a title without. (I suppose Paul Simon’s hit “50 Ways to … Continue reading In search of a magic number? Try 150
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 customer-centric company. Although not yet present in every organisation, the idea of a Chief Customer Officer is beginning to take hold, with an increasing number of organisations making the appointment. … Continue reading Forget Chief Customer Officer, welcome to the new “COO”
Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To some this creates a vision of successful business magnates, tycoons or other captain-of-industry types. To others it could be that one or two-man company, working all … Continue reading Are you an “accidental entrepreneur”? Time to cut the BS!