Five objections to The One Rule

In last month’s post I identified The One Rule for strategy in a customer-driven organisation.

Everything relates to delighting customers

The use of the word delighting is important: it means achieving the customer’s desired outcomes.

The word everything is important as well as it’s likely to be the source of a number of questions or objections that might be arising. Let me deal with the ones that I can think of… Continue reading “Five objections to The One Rule”

The one essential rule for customer strategy

It’s not that complicated

I’ve been thinking a lot about simplicity lately, partly because simplification is a major outcome of knitting fog and partly because I am starting to feel a bit overwhelmed by articles with titles like ‘N top tips to improve your Customer Experience’ or similar where N is usually an odd number between 5 and 25 . If I add together the various Ns I have too many rules, tips and hints to keep in my head at once so, as an antidote to tip overload (the tipping point?) I have identified the one essential rule you must adhere to when defining – and implementing – customer strategy.

Continue reading “The one essential rule for customer strategy”

Transforming to a customer-led business: a potential model

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. Continue reading “Transforming to a customer-led business: a potential model”

Recycle, reuse, remix, repeat – be daringly (un-)original

Albert Einstein is credited – perhaps inaccurately – with the saying ‘The definition of insanity is doing the same thing over and over again, but expecting different results’ and this received wisdom inhibits us, I think, from trying something the same, albeit with a different twist.

When I set up this site I was initially unsure whether Continue reading “Recycle, reuse, remix, repeat – be daringly (un-)original”

Feel the fog – and do it anyway

It's London, but not as we know it

A foggy day (as it happens, in London town) seems like a good day to start a blog series dealing with ‘knitting fog’ and, by a happy coincidence, an email arrived with the famous quote from self-help guru Susan Jeffers: ‘feel the fear and do it anyway’. This made me realise that I had been harbouring a degree of fear about starting this, so here goes…

Fear of fog

It may be an unusual thing to say but Continue reading “Feel the fog – and do it anyway”