Customer Centric Culture

  • Customer Centric Leaders have a Service Focus where Authenticity Trumps Ego

    Lars Bjork, the CEO of Qlik, has built the company with a service focus around a “we” Leadership Style. My father had a particular view of service. You served your customers, your employees, your family, your community and your shareholders. He would employ people fresh out of jail to give them a second chance. He knew… Read more

  • How a customer culture makes or breaks new product success: A lesson from Comcast

    For those of you familiar with our work you will know that we successfully validated the link between a customer centric culture and new product success. Our chart below shows the links between our 8 dimensions of a customer centric culture and the key business performance outcomes. Essentially organizations that develop a cultural focus that… Read more

  • Adapting to change by putting Customers at the center of everything: Lessons from Macquarie Telecom

    “The Only Thing That Is Constant Is Change” – Heraclitus 500BC It’s hard to believe this quote is from more than 2000 years ago… I can’t think of a more relevant quote to describe the times we are living in right now! From a business context the change we are experiencing is the rapid shifts occurring… Read more

  • What happens when you don’t have a corporate culture obsessed with customers – Lessons from United

    We witnessed one of the most extreme examples of what can go wrong in a business that has truly lost sight of its purpose. As a former United Global Services member (United’s top tier for frequent fliers) I was appalled at how badly United handled a relative routine situation that probably happens multiple times a day in various… Read more

  • Why it’s time for the banks to shift their corporate cultures

    Image Source: htmvalerio Big banks and investment houses around the world have been guilty of bad behavior stemming from unacceptable corporate cultures that have led to the disaster of the global financial crisis in 2007-2009. This was followed by the London foreign exchange scandal in May 2015 when six global players agreed to pay $US6.5 billion… Read more

  • Why are so many customer-centric leaders on their own?

    Many customer centric leaders we have spoken with are facing challenges they did not expect. While they themselves understand the imperative for a customer culture that will drive future business performance and sustainability and act as role models in leading the business in this way, so often they feel alone and frustrated at the top.… Read more