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How do you persuade others to help you create a customer-centric culture?
Daniel H. Pink, author of the 2012 best-selling book “To Sell Is Human” provides a great example of how to persuade others with the right questions. The example he gives is related to parenting however the method applies equally to … Continue reading → Read more
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How to go from “Good to Great” Customer Centricity
The image above sits on my desk in my home office as a source of inspiration. It is a simple note from one of my favorite business authors, Jim Collins, responding to an unsolicited copy of our book, The Customer … Continue reading → Read more
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It’s not about huge transformations, it’s about small customer-centric practices that make a big difference
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 exception rather than the norm. Many leaders believe that changing to a … Continue reading → Read more
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It’s not about customer projects, it’s about an ongoing program of unity of customer mindset focus and practices by everyone in the business.
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 and improved service for its customers. Or in a large … Continue reading → Read more
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It’s not about the leaders’ views on customers, it’s about independent measurement
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 functions how customer-centric their business … Continue reading → Read more
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What happens in your business when things go wrong – is it a triumph or a disaster?
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 in point. A survey was done of 2,000 Optus telecommunication customers who suffered … Continue reading → Read more
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Recent Posts
- How do you persuade others to help you create a customer-centric culture?
- How to go from “Good to Great” Customer Centricity
- It’s not about huge transformations, it’s about small customer-centric practices that make a big difference
- It’s not about customer projects, it’s about an ongoing program of unity of customer mindset focus and practices by everyone in the business.
- It’s not about the leaders’ views on customers, it’s about independent measurement
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