Customer Centric Culture

  • It’s LEGO, not EGO – collaboration is central to LEGO’s customer-centric culture

    The name LEGO is an abbreviation of two Danish words “leg godt” meaning “play well”. It was founded in 1932 by Ole Kirk Kristiansen and remains a family owned company. It has incorporated a number of characteristics specific to the Danish culture, such as a non-hierarchical structure – which translates into a very flat organisation… Read more

  • Lexus – a beacon of customer centricity

    The auto manufacturing industry will soon be under siege – impacts are already being felt with easy consumer access and convenience of services like Uber, better public transport, parking costs and restrictions in increasingly large cities around the globe and technological advances in communications propelling less commuting between home and work. Traditionally auto dealers have… Read more

  • How to create a customer centric transformation – Lessons from Air New Zealand

    A little more than a decade ago Air New Zealand posted the largest corporate loss in New Zealand corporate history. Inside 24 months it was turned around to a profit. Since that time it has been amongst the consistently highest profitability of full-service airlines around the world. The catalyst for this change was Sir Ralph… Read more

  • Macy’s Customer Experience: the good, the bad and the ugly.

    Macy’s, like most retailers, has frequent sales to generate store traffic and boost sales. Here is an account of what happens in- store based on customers’ experiences. The good: If something is purchased just a few days prior to an upcoming sale, Macy’s will offer the customer the sale price for the items purchased before… Read more

  • Lessons from REI: Aligning your People

    We have just completed one of the busiest weeks in retail in the United States, with Black Friday for the physical stores and Cyber Monday for the online retailers. This week now blends together with doorbuster deals bombarding us constantly online and instore in the week leading up to Thanksgiving as well as weekend afterwards. What is different this… Read more

  • Customer Experience is a Team Sport – How a no tipping policy is changing the New York dining world

    Tipping in restaurants has always been a strange experience for me, being an Australian who has spent the last decade in the US. In Australia it is optional while in the US it is mandatory. So it came as a huge surprise to learn that a very successful restaurant owner, Danny Meyer, in New York was going… Read more