“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…
Communication & collaboration: Essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
The Magic of Mentoring
I am really benefiting from some great mentoring at present which is keeping me accountable and moving forwards every week. However, I also love mentoring others and watching them evolve…
The benefits of training your employees
In the chaos of the running of a business, training employees and continuing to train them throughout their tenure at your company can fall down the list of priorities. However,…
The 7 benefits of sharing Purpose with employees and customers
Richard Horner finds plenty of evidence to support a compelling purpose statement Your company has a mega epic Purpose statement. A purpose so powerful it gives Tony Stark goosebumps. You…
RoI from CX: it’s (not) the numbers, stupid!
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…