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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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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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True customer-centricity is grounded in reality
There is a reason the most customer-centric businesses in the world were born that way. To begin and become sustainable they were forced to be grounded in reality. They had to discover needs in the...
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It’s not about the customer strategy, it’s the culture, stupid!!
Source: leisa reichelt Freelance UX Consultant‘Culture eats strategy for breakfast’ Strategic User Experience (ConfabUK 2013) Every time we look we see a report from surveys of the status of customer...
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What happens in your business when things go wrong – is it a triumph or a...
Image Source: Social Samosa The ultimate stress test of your customer culture is when things go wrong for the customer. The recent cyber-attacks on Australian businesses Optus and Medibank are cases...
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It’s not about the leaders’ views on customers, it’s about independent...
If you ask senior leaders how customer-centric is the business they lead, the chances are that they will be much more positive than the reality. If you ask 10 people in a business from different...
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It’s not about customer projects, it’s about an ongoing program of unity of...
Today, many organizations have a myriad of projects designed to help the business become more customer-centric. Ask anyone in a large government department that is looking to provide better services...
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It’s not about huge transformations, it’s about small customer-centric...
While some organizations need to engage in large transformation projects that involve seismic changes in business models, technology, products and services, and people, to survive, these are the...
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