Customer Centric Culture

  • This is the secret to delivering powerful Customer Experiences that only a handful of CEO’s know about!

    Why engaged customer-focused employees are vital to business success! In today’s market, the majority of companies have very little to differentiate themselves from their competition. Their product and services are very similar if not identical. It is so easy to change to another company that it can be done in minutes or even seconds on… Read more

  • This is why every business should have a “Minister for Foreign Affairs”

    Recently I interviewed Annalisa Gigante, a Board member of ZIS (Zurich International School) and former Head of Innovation at LafargeHolcim. We were talking about customer-centric leadership and Annalisa suggested that companies could really benefit from a “Minister for Foreign Affairs”. She said today “we need to know what’s going on with the rest of the… Read more

  • You can’t fake customer-centric culture

    We hear a lot about fake news these days – what’s real and what’s fake is sometimes hard to know. That’s not the case when it comes to customers “reading” your culture. Let me recount my experience with 3 upmarket restaurants in Sydney, Australia. Sydney has many fine restaurants. I will compare my experience at… Read more

  • This is why many business leaders waste half their effort and don’t even know it!

    There is an old adage in advertising that says: “I know that half my advertising is wasted, but I don’t know which half”. In many cases, we know that all of it is wasted. So it is with strategy and culture. Most senior business leaders spend considerable time on strategy – and rightly so. We… Read more

  • Is there a customer-centric gene?

    Recently I was talking with Dmitry Pukhov, co-founder and owner of a very successful event catering company in Moscow. When I asked him about customer-centric leadership he said the core characteristic is a desire to help people that comes from the heart. He said he believes that we all have a gene that can create… Read more

  • This is why superb customer experience is not consistent or sustained by most businesses.

    Don Peppers wrote a profound article recently pointing out that most companies are not acting on building superior customer experience over the medium and longer term. He tells us that most of what is being done delivers minor efficiencies and is short-term in impact – NPS measurement that addresses the symptoms and not the cure,… Read more