Customer Centric Culture

  • 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

  • A Customer-Obsessed Culture is like employee engagement on steroids

    Can you imagine a business where everyone connects with its true purpose and gives the very best of himself or herself every day to deliver on that purpose? What an awesome place that would be to work! And wouldn’t you love to be their customer! Unfortunately, there are only a few organizations like this in… Read more

  • Why being customer obsessed pays! Lessons from the CEO of massively successful startup Naked Wines

    Luke Jecks, the Former CEO of Naked Wines, founded and led an online wine business that operates in the US, the UK, and Australia. The company connects wine lovers with boutique wineries and uses a subscription model where “angels” – consumers who pay a monthly subscription to help fund the winery’s next vintage – are… Read more

  • Are you an obsessive member of the Secret Squirrel Club?

    “We are not members of the Secret Squirrel Club”, says Peter Cooke, President of Wright Medical International. This was in response to my question about the leader’s role in customer engagement. In a meeting last year Peter and I were talking about customer-centric leadership. He went on to say “ that in order to create… Read more

  • Customer Obsession: Its a Mindset! Here’s one senior leader’s take on it.

    I have known and worked with John Stanhope over many years. John had a long career with Telstra culminating as CFO. He is now Chairman of Australia Post. Ever since I have known him he has had a customer mindset. Almost an obsession! When I spoke to him about the mindset challenges in today’s business… Read more

  • The reason why all the best leaders are M.A.D. Are you one of them?

    Last year I met with the CEO of the BPAY Group, John Banfield. BPAY is a leading payment systems service provider with Australian banks and financial companies. John told me that from an early age he always wanted to ‘Make A Difference’ (MAD). He said his two boys play rugby at school against a number… Read more