Who is accountable for making the customer agenda really work?
It's probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is failing? It’s not a question…
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’ –…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
5 regrets of a failed entrepreneur
Ninety percent of start-ups fail, some for reasons which were completely avoidable, others because of a lack of confidence, preparation or understanding of what was needed to be successful. I…
How to be an entrepreneur: 5 things I learned in 5 months as an entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
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?…
7 E’s of High Performing Leaders
Great leadership comes in all shapes and sizes from Lincoln, Churchill, Gandhi, Martin Luther King, Mandela and so on. This makes understanding what great leadership is, and being able to define it…
Tell your story and change your team’s performance
“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make teamwork so elusive.” Patrick Lencioni Teams…
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…
When to cut your losses
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…