Purpose is key, but you need vision to inform it Many years ago, I was on one of the least fulfilling consulting projects I have ever carried out. It had all the hallmarks of success – prestige international client, great colleagues, working in London and New York – but the only problem was that the … Continue reading The vision thing: who needs it?
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can if you shop at Iceland, who, on the back of their recent thwarted TV campaign are offering cuddly monkeys for a mere £5 with the profits going to an animal … Continue reading Making purpose part of customer experience
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get a morally-dubious pleasure in watching the main political parties in the UK conduct an exercise of inadvertent self-sabotage in a seaside or city location. It’s rather like those episodes of … Continue reading Customer success: the cornerstone of “21st Century Capitalism”
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now – that has a lesson for organisations who are serious about genuine and deep customer relationships. Thursday afternoon in Tuscany – another beautiful day is unfolding … Continue reading Build a community and you won’t need customers
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