The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of what appears to be a never-ending debate on a topic that around 97% of the population have lost interest in. Today (Tuesday 29th January) is … Continue reading Will customer experience survive Brexit?
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m not knocking this – it’s a marketplace; you’re there to sell yourself – but there’s one descriptor that’s really come to irk me lately: “results-driven”. … Continue reading Want to get results? Stop being results-driven!
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 … Continue reading Five objections to The One Rule
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 . … Continue reading The one essential rule for customer strategy
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. The roadmap … Continue reading Transforming to a customer-led business: a potential model
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?