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 why you’re reading this, but does the organisation you work for feel the same way? In our work with CX leads we come across a real tension between what companies … Continue reading Ten tell-tale signs that show you’re not that customer-centric

Priti Patel and the mine field of being a maverick

Priti Patel’s much-publicised forced resignation as International Development Secretary the other week, for not disclosing the extent of her holiday meetings with senior contacts in the Israeli government, illustrates the perils of going outside accepted policy and organisational norms. In other words, she was sacked for being a maverick.  The positive side of being a … Continue reading Priti Patel and the mine field of being a maverick

The customer’s role in superior service

The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it's a two-way transaction. Jane writes: Customer service is traditionally regarded as an attribute of a company: Waitrose provides 'good' customer service, an electronics discount  store provides 'bad' customer service. Equally, however, … Continue reading The customer’s role in superior service