Customer Centric Culture

  • How one person can make a difference role modeling customer centricity

    Tarpy’s Roadhouse just outside of Monterey, California is renowned for its good food, friendly hospitality and fast service. One person, Niranjan (“Nick”) Subedi, a native of Nepal, shines out as a role model in serving guests at the restaurant since 2000. A phrase known to every Nepali translates to “guests equal god” and offering all… Read more

  • Why People Empowerment is Essential to Delivering Memorable Customer Experiences

    Uber, a 5 year-old company recently valued at more than $60 billion, has smashed the taxi networks’ monopoly in many countries. Traditional taxi drivers were expected to follow rule-book procedures with little thought of passengers’ problems and experiences. Uber drivers have a mandate to satisfy and delight customers and they are empowered to do so.… Read more

  • Who is the world’s best performing team?

    When All Blacks coach, Graham Henry (later knighted for his services to rugby), took over as coach in 2004 he realized there was a need to change the culture of the organization – the players, coaching staff and administration. They needed to build in collaboration, resilience, innovation and good decision-making under pressure on and off… Read more

  • 5 ways the insurance industry is being disrupted

    The insurance industry is facing a shake-up. The traditional model using specialist agents who communicate with their customers around the time insurance premiums are to be renewed and offer generalist solutions is being disrupted. Consumer needs and demands are changing. Independent online research sources enable consumers to buy online, compare alternative offers and enhance self-service… Read more

  • Are you making life easier or harder for your customers?

    The credit department of most organizations is quick to ask customers to pay their accounts – particularly if they are overdue. If you get a call from a certain cable company in the US and are asked to pay your account, it should be easy to do so – but it is not! The options… Read more

  • Trust – An essential Ingredient for Customer-Centric Leadership

      A strange dynamic is happening in the run-up to the US Presidential nominations and voting for the November Election. The two front-runners leading up to Super Tuesday were Bernie Sanders (Democrat) and Donald Trump (Republican), both unlikely candidates. Sanders is believed to be a left wing socialist and Trump is an irreverent, anti-establishment, “say it… Read more