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Are you confusing marketing focus with customer focus?
Here is what the latest Forrester reports says on loyalty schemes I just read a piece by marketing week that discusses the key findings of the latest Forrester report on customer loyalty schemes. Here...
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Do you really want to get to grips with customer-centricity? Then read...
Does your map correspond with ‘reality’? We never live in the ‘real world’. Each of us lives on our own personal map of the real world; groups live in their map of the real word; and cultures are...
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What you are failing to do is much more important than what you are doing?
There are two kinds of errors that you can make: errors of commission and errors of omission. An error of commission involves doing something that you should not have done. A good example of this is...
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Why do only a handful of companies excel at cultivating customer loyalty?
The story state of Customer Experience Dave Brocks latest post (selling disguised as relationship management) and Beyond Philosophy’s Global Customer Experience Management Survey (2011) which made the...
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Where does customer focus, customer obsession, customer-centricity reside in...
I put that question to Google today and I did not get an answer. The closest I got was a checklist for a customer-centric business and a post on Amazon’s customer experience obsession. Let’s take a...
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Customer loyalty and advocacy: what can we learn from Jonathan Ive and Zappos?
Customer focus: no progress in ten years? In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment: “No progress in ten years… I am...
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LingsCars.com: doing great by daring to be different / breaking the rules
The heart of strategic thinking is difference, few choose to be different The heart of strategic thinking is difference. In order for you to act strategically you have to have a particular foundation...
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No payoff from good customer service and customer friendly focus?
Is Richard Bove on to something? When an anomaly comes along and/or someone questions that which is taken for granted by a community we can either ignore it or we can dive into it, grapple with it, and...
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What does it take to make an impact as the Chief Experience Officer?
Allow me to introduce you to Lonnie Mayne , Chief Experience Officer at Mindshare Technologies. As his bio says “Lonnie Mayne influences each and every interaction involving Mindshare’s valued...
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Why an authentic customer orientation requires a transformation (Part II)
In this post I continue the conversation that I started in the last post. I am almost never at a loss to write as the words write themselves. And indeed I have just deleted forty minutes of writing....
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The Dark Side of Customer Focus, CRM, and Customer Experience
What is the cost of putting profits before customer interests? This week one of the UK’s largest insurance brokers got hit with a £7.4m fine. Why? This is what Tracey McDermott, the FCA’s director of...
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The Paradox At The Heart of Customer-Centric Business
I am no longer a fan of customer-centricity nor customer-centric business. I am not a fan of the way many are going about customer focus, customer-centricity, or customer obsession. It occurs to me...
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If You Can’t Prove The ROI Of Your Customer Experience Effort Then Consider...
Where is Customer Experience Management At? What are the highlights of the Harvard Business Review Analytic Services study: Lessons from the Leading Edge of Customer Experience Management? It occurs...
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Why I Prefer Not To Do Business With Customer-Centric Businesses
Why is it that I prefer not to business with a customer-centric business? Allow me to share my answer by referring to the UK grocery market. Which supermarket chain was applauded, by many, for its...
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Forget Working On The Customer Experience, Focus On Competition
I say that the way to make a significant impact on the quality of the customer experience (as experienced by the customer) is for the organisation not to focus on improving the Customer Experience....
View ArticleOn Self, The Customer & Leadership Blog, and Cultivating Loyalty With...
Cancer, the impending arrival of death for my friend and later myself, concentrates one (at least me) on that which matters. Today’s conversation is around that which has been unconcealed for me:...
View ArticleOn Customer Obsession
Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line....
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