Customer Centric Culture

  • What do customer centric companies do? Create Advocates for Life.

    In my travels in recent weeks I have experienced two examples of how a customer-centric attitude and behavior produce memorable customer experiences. Both of these were in hotels in different countries. In Rome my wife and I stayed at Hotel Corso 281. We planned to go south for a few days by train and wanted… Read more

  • Trump – the ultimate salesman but now comes the true test, will he deliver?

      Love him or loath him, one thing seems certain. Donald Trump understood the perceived needs of the middle-American “working class” and their real needs for a bigger share of America’s wealth. In business we refer to them as disenfranchised customers. In this case it was a huge proportion of the electorate that felt abandoned… Read more

  • Customer Centric Leadership in Action – A lesson from Elon Musk

    One of the central tenets of being a customer centric leader is listening to customer feedback and responding with action. There is no better recent example than Elon Musk’s response to a customer complaining about the Tesla charging stations being used simply as car spaces. The Tesla customer complaining happens to be Loic Le Meur, a fellow… Read more

  • How a Customer Centric Culture can save lives

    The team at MarketCulture recently ran a one day leadership workshop in Sydney, as is often the case we get to hear some incredible stories of the power of customer thinking. One that really stood out was the story of a driver for Virgin Trains. Virgin Trains is a great story of a business that… Read more

  • What is the kryptonite for disruptors?

    Established businesses everywhere are under attack. The headlines are full of stories of business disruption. Entrepreneurs everywhere are building companies to unseat the entrenched firms. While many think the answer is to invest in more technology, lobby government or follow their competitors actually the answer is right in front of them. Our team in Sydney recently had… Read more

  • How customer insight uncovers growth opportunities – Lessons from Nestle Japan

    Nestle’s customer insight creates a new market in Japan Traditionally Nescafe was bought in grocery stores and consumed at home. As Nestle Japan searched for new ways to expand its coffee business it found that the economic downturn led to Japanese companies ceasing to supply coffee on the job for their employees. There are about… Read more