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Starting the customer culture journey Step 1
Creating a customer focused culture sounds so simple, so basic, so fundamental and yet most companies never quite get there. To be sure it is a journey but like any journey you need to start somewhere...
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The 5 Crucial Questions you must answer about your customers
There are 5 crucial questions every leader must answer about their customer base: 1. Which customers are your most valuable and why? 2. Which customers are costing you more time energy and stress than...
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Employee engagement is simply not enough
Employee engagement is an important measure for many organizations. It does provide an indicator as to whether employees are willing to go the extra mile in their work, something that is only driven...
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Can technology retailers survive? Not without a customer focused culture and...
The Amazon online model continues to apply pressure to the traditional bricks and mortar retail stores. Now with the addition of an app that allows shoppers to check prices on the amazon site while in...
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3 Traits a Company Culture must have to create great customer experiences
The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the ramifications. Have you...
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Why smashing hierarchy and driving collaboration is essential to customer...
Dr David Cooke, MD of Konica Minolta Australia. Source: BRW Australia Photo: Nic Walker When Dr David Cooke was appointed managing director of Konica Minolta in Australia he was faced with a culture...
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Is your business model under threat and your survival at stake?
In any large successful business today parts of the business are performing well while other parts are ailing. Multinationals like Ford Motor Company and Starbucks are performing well in some...
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Customer Experience is a Team Sport – How a no tipping policy is changing the...
Tipping in restaurants has always been a strange experience for me, being an Australian who has spent the last decade in the US. In Australia it is optional while in the US it is mandatory. So it came...
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Lessons from REI: Aligning your People
We have just completed one of the busiest weeks in retail in the United States, with Black Friday for the physical stores and Cyber Monday for the online retailers. This week now blends together with...
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How one person can make a difference role modeling customer centricity
Tarpy’s Roadhouse just outside of Monterey, California is renowned for its good food, friendly hospitality and fast service. One person, Niranjan (“Nick”) Subedi, a native of Nepal, shines out as a...
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What is the kryptonite for disruptors?
Established businesses everywhere are under attack. The headlines are full of stories of business disruption. Entrepreneurs everywhere are building companies to unseat the entrenched firms. While many...
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Customer Centric Leadership in Action – A lesson from Elon Musk
One of the central tenets of being a customer centric leader is listening to customer feedback and responding with action. There is no better recent example than Elon Musk’s response to a customer...
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What do customer centric companies do? Create Advocates for Life.
In my travels in recent weeks I have experienced two examples of how a customer-centric attitude and behavior produce memorable customer experiences. Both of these were in hotels in different...
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What happens when you don’t have a corporate culture obsessed with customers...
A man is forcibly removed after not giving up is pre-paid seat on a United Flight We witnessed one of the most extreme examples of what can go wrong in a business that has truly lost site of its...
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How a customer culture has created “The Amazon Effect”: A vision of the Future
Ever since reading the classic Competing for the Future I realized that a business leader must have one eye on the present and the other on the future. Every organization is running two businesses –...
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This is why playing it safe is the biggest risk for legacy companies
Making pizzas seems like a simple business. After all its been happening for centuries and it seems like almost anyone can do it. But to make a sustainable business out of it and maintain an appealing...
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This is how to become the answer to your customer’s prayers
The simple answer is to make sure you know what they are praying for! We call this customer insight. In other words, what are your customer’s needs? What are they trying to accomplish and how can you...
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This is why superb customer experience is not consistent or sustained by most...
Don Peppers wrote a profound article recently pointing out that most companies are not acting on building superior customer experience over the medium and longer term. He tells us that most of what is...
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This is why many business leaders waste half their effort and don’t even know...
There is an old adage in advertising that says: “I know that half my advertising is wasted, but I don’t know which half”. In many cases, we know that all of it is wasted. So it is with strategy and...
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This is the secret to delivering powerful Customer Experiences that only a...
Why engaged customer-focused employees are vital to business success! In today’s market, the majority of companies have very little to differentiate themselves from their competition. Their product...
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