Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will know who’s unwrapped and binned or attempted to recycle the plastic from their weekly grocery shop. With images of plastic-bound sea life in our heads … Continue reading Want to change your culture? Go green…
(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the time of year when people are most depressed. To add to the spectrum there was a super blood wolf moon visible in the middle of … Continue reading Good news for Blue Monday: the High Street’s not dead – yet
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on heart – tell me exactly where they are on your company’s intranet? You can? Great! Now, can you tell me the last time they were … Continue reading Why bother with customer journey mapping?
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
Stop pursuing the myth of the “ideal” customer Do you have a strategy for vulnerable customers? If not, then you could be missing out on an opportunity to create a little bit of WOW for customers who need it more than most. It is often a neglected component of genuine customer centricity. I’ve been working … Continue reading Are you ignoring your vulnerable customers?
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had any exposure to the Star Wars universe, you’ll know that diminutive Jedi master Yoda is capable of some cornball wisdom that occasionally hits the spot. … Continue reading Closing the loop – listen to Yoda
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!
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”
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them. But if I had to pick the one quality that propels an organisation into genuinely high performance, it would be purpose. It encapsulates all the above terms and taps into … Continue reading Harnessing the power of purpose
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they step on stage. With impeccable timing the European Court of Justice (ECJ) has delivered everybody’s favourite panto baddie, Uber, a slap in the face. They declared what everyone already knew: … Continue reading Ooh, Uber – look behind you!