“Most Lean service programmes don’t deliver much value to the customer”
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…
By Kamyar Adl via Wikimedia Commons
Want to get results? Stop being results-driven!
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…
Man making his next move
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal. …
Employee Experience & customer experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
Customer Experience Management (CEM) is all about relationships
“Every relationship requires listening no matter the nature of relationship” - this is the key take-away that stuck with me from a webinar I attended about the importance of Artificial…
Has your CX transformation stalled?
The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved as much as you’d hoped…
‘More than just the product’ – the evolution from product centric to customer centric
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in…
Whose job is it anyway? The importance of accountability in the world of Customer Experience
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ –…
Great CX does not always mean great business performance
The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the better the business result. Really?…
How to become a butterfly – thriving in a VUCA world
Have you seen the movie Selma? It’s about the American Civil Rights Movement’s defining march from Selma, Alabama to the state’s capital, Montgomery in 1965. I found it hard to watch…