Customer Centric Culture

  • Culture eats customer experience quick wins for breakfast – its time to get truly customer obsessed!

    A recent article by Nadia Cameron from CMO highlighted a panel discussion in which many leaders acknowledged the quick wins for customer experience improvements are over. It’s great to see more and more senior leaders recognizing the need to go deeper and look at organizational culture. Whilst it can be more difficult work, it is also… Read more

  • Why Customer Experience fails in organizations!

    Recently I asked a colleague, Sean Gallagher, President at Influence Success, to review our book, The Customer Culture Imperative, compared with other books that address the area of customer experience. He said”: “Many books on customer experience are useful and interesting reads. And I found Professor Phil Klaus’ book (Measuring Customer Experience) and Fred Reichheld’s… Read more

  • How do leaders become customer-centric?

    To answer this question it can be helpful to start with the opposite question: why aren’t leaders Customer-Centric? In many cases, it appears to depend on chance! There are many reasons leaders are driven away from being truly customer-centric: the dominant profit and shareholder value focus in many organizations, the siloed and internal focus in… Read more

  • Can you continue to charge customers after they are dead?

    Can you continue to charge customers after they are dead?

    Many company leaders don’t know the difference between front-line customer focus and real customer centricity (and some don’t seem to care). This leads to devastating results. These days many companies collect a large amount of data from customers and use this to analyze to what extent they are customer-centric. This includes customer satisfaction data, customer… Read more

  • What drives leaders to become customer-obsessed?

    I was speaking recently with Rashid Velemeev, CEO of Sindbad Travel, one of Russia’s biggest online travel booking agencies based in St Petersburg. We were discussing customer-centric leaders and he mentioned that he believed an important characteristic is that they feel internal pain. They can’t accept the way things are and they must change it… Read more

  • Failure of Culture: Australian Cricketers do the Unthinkable.

    The game of cricket is central to Australia’s self-image – we believe we play the game hard but fair and always within the spirit of giving everyone a fair go, whether it be a sport, business or in our relationships with people. As a country, we don’t cheat but want to win fair and square.… Read more