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How do leaders become customer-centric?
Source: OCEAN/CORBIS To answer this question it can be helpful to start with the opposite question: why aren’t leaders Customer-Centric? In many cases, it appears to depend on chance! There are many...
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Why Customer Experience fails in organizations!
Recently I asked a colleague, Sean Gallagher, President at Influence Success, to review our book, The Customer Culture Imperative, compared with other books that address the area of customer...
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Culture eats customer experience quick wins for breakfast – its time to get...
Apple’s culture continues to reinforce Steve Job’s approach to designing using a customer lens and working backward. Source: Apple’s WWDC18 A recent article by Nadia Cameron from CMO highlighted a...
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Amazon Founder Jeff Bezos explains how he drives a passion for customer...
Creating a customer-obsessed culture requires strong leadership and one of the very best exponents of the practice is Jeff Bezos of Amazon. Even though Amazon now employs more than half a million...
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To get the right customer culture you have to be obsessive!
If you want to be one of the best at creating a consistently great customer experience you have to be obsessive about it. Think professional athletes, think sustainable weight loss, think the most...
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Which is a better approach: customer-centric, product-centric or...
This is a great question that really comes down to a matter of the degree of emphasis put on these different approaches. While the emphasis of some companies maybe product centric what makes those...
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Is it possible to compete with Amazon and win?
For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not...
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Why intensity and metrics matter when reshaping an organization’s culture:...
Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales culture based on unrealistic targets. To meet sales...
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What we can learn from how Amazon deals with poor customer experiences
A true test of any company is what happens when things go wrong. Does the leadership step up to fix a problem? Is it a bandaid fix? or is it something permanent, that involves going to the root cause...
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You can’t handle the truth – why most leaders say they want their businesses...
Creating a new business that endures over a long time is hard. We all know the statistics; 80 % of companies fail within the first 2-3 years. What separates the businesses that sustain from those that...
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