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You can’t handle the truth – why most leaders say they want their businesses to be customer-centric but aren’t willing to take the first step
Creating a new business that endures over a long time is hard. We all know the statistics; 80 % of companies fail within the first 2-3 years. What separates the businesses that sustain from those that wither away? Customer obsession. These companies have found a problem worth solving, a need that must be filled, and… Read more
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What we can learn from how Amazon deals with poor customer experiences
A true test of any company is what happens when things go wrong. Does the leadership step up to fix a problem? Is it a bandaid fix? or is it something permanent, that involves going to the root cause of a problem. The world’s most customer centric company, Amazon has a great methodology called “Correction… Read more
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Why intensity and metrics matter when reshaping an organization’s culture: Lessons from Wells Fargo
Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales culture based on unrealistic targets. To meet sales targets, employees opened accounts customers did not need, ordered credit cards without their permission and even forged customer signatures on paperwork. The… Read more
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Is it possible to compete with Amazon and win?
For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, and Amazon is competing in not only retail but consumer electronics, entertainment, enterprise cloud services… Read more
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Which is a better approach: customer-centric, product-centric or finance-centric?
This is a great question that really comes down to a matter of the degree of emphasis put on these different approaches. While the emphasis of some companies maybe product centric what makes those companies really successful is their balance with a customer centric approach. The best example is of course Apple, they build incredible… Read more
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To get the right customer culture you have to be obsessive!
If you want to be one of the best at creating a consistently great customerexperience you have to be obsessive about it. Think professional athletes, thinksustainable weight loss, think the most customer-centric companies in the worldlike Amazon. Too many companies today have their weaknesses in their customer culture exposed – some with devastating effects for… Read more
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