Customers-Employees-Leadership: Distinguishing Between ‘Caring About’ And...
Given that I find myself in the week of Christmas, it occurs to me that today is a great time to diving into caring. And in particular, I wish to make/introduce a distinction. Which distinction? I wish...
View ArticleCustomer / Leadership: What Is The Access To Cultivating Greatness?
It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball. Further, I say that the future is not already made. The future is...
View ArticleCustomer Experience: Beware The Data Trap
Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering...
View ArticleWhat Can The Hotel Industry Learn From Homelands B&B?
During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at Homelands occurred as staying at a home away from...
View ArticleCX and the Art of Getting & Keeping Customers
The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the counter by his first name. He was so happy to see me that he smiled a huge...
View ArticleBeyond Listening to The Voice of The Customer / Employee
Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes...
View ArticlePutting The Customer At The Centre of Your Business
Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business...
View ArticleMake Life Easier By Asking Only One or Two Questions of Your Customers
I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation. It occurs to me that the scourge of the customer-centric fad is customer...
View ArticleOn Customer Obsession
Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line....
View ArticleDialogue on CRM, Customer Experience, and Customer-Centricity
Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Yet, there is...
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