Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…
Closing the loop: the vital missing component in complaints handling
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer…
In search of a magic number? Try 150
Bear this number in mind when aligning your organisation around the customer. It’s become more than a cliché but people (including me) are still writing articles with a compelling number…
Forget Chief Customer Officer, welcome to the new “COO”
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a customer-centric company. Although not yet…
The future for the high street may be hugely brighter – if companies change
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is, and if there is a…
Traffic – a massive problem for some but a brilliant opportunity for one innovative company
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people and a rich culture. The…
Great CX is vital for successful healthcare
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider. Speaking as a surgeon, healthcare…
Who got you here won’t get you there: C-suite challenges of a fast-growing startup
Fast-growing startups can quickly outgrow their management As businesses start to become successful and grow, this can often present many challenges to them. Challenges that can be just as difficult to…
Are you an “accidental entrepreneur”? Time to cut the BS!
Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To…
Harnessing the power of purpose
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them. But if I had to…
- Go to the previous page
- 1
- …
- 27
- 28
- 29
- 30
- 31
- 32
- 33
- …
- 35
- Go to the next page