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

Customers first, or employees – do you really need to ask?

I was struck a few years back when I read Herb Kelleher's excellent account of the growth of SouthWest Airlines that he held the view that customers come second whilst employees come first. Aha! I thought, contrarian thinking from the head of a company renowned for delivering a great customer experience, that's great! And since I … Continue reading Customers first, or employees – do you really need to ask?