What does a customer focussed culture look like?

In order to deliver great experiences to customers, it is becoming clearer and clearer that a customer focussed culture is a key driver of success.

So what does a customer focussed culture look like? My latest LinkedIn post provides details on 13 aspects of culture that drive customer centricity. 

Trying to deliver an exceptional customer experience to everyone is a recipe for disaster

To succeed in business it is just as important to decide who you are not going to target, as who you are going to target. This post explains why this equally applies in terms of customer experience. 

Seven ways to understand your customers better, and when to use them

My latest post looks at the different methods companies can use to understand their customers in more detail, extending all the way from surveys to internal data analysis, and looks at the pros and cons of each method. 

Lessons from my first year – Be brave, resilient, genuine, open and positive

With CustCore now being one year old, I have taken the time to reflect on what I have learnt in this latest post. 

Why your business needs a customer experience strategy

In this latest post on LinkedIn, I examine why a customer experience strategy is so important, and why all businesses need such a strategy for success. 

What are your customer experience New Year’s resolutions for 2016?

With the New Year now upon us, in this article I examine what customer experience resolutions companies should be making to be successful in 2016.

When is your customer experience "good enough"?

Unfortunately this question has a simple answer, "Never". In this post I explain why this is the case and why you need to continually strive to improve customer experience, even when you think what you are delivering is good enough.

Does your cleaner understand how they impact customer experience?

For any company to be truly customer focussed it is important that every single employee in their business understands how what they do impacts on the customer.

In this post I explain why this is so critical, and what can be done to ensure this critical element of success is in place in your company.

Asking Why? Is critical to creating a brilliant customer experience

Many companies roll out customer experience surveys to understand their customer's views but then either don't even think about or don't know what to do with the results. 

In this post I explain that asking "Why?" a customer gives the result they do unlocks the potential in the surveys and helps companies identify what improvements they can make to deliver great experiences to their customer base. 

Do your processes and customer experience work together or against each other?

When internal processes work in alignment to deliver a great customer experience the result can be outstanding, when they work against each other the results are disastrous. In this post two analogies are used to examine these two cases, that of a swan and an iceberg.

What does the term "Value"actually mean?

There are many buzzwords in business, with one of the most overused being "Value". In this post, Shane argues that the term is so overused it doesn't mean much any more.

A great customer experience is the best way to retain customers

Retaining your current customer base is much more profitable than going out and trying to win new business. This LinkedIn post highlights that the best way to keep customers is to deliver a great customer experience, and explores the best way to deliver that experience. 

Two steps to deliver better customer service

Delivering great customer service is essential for business success. In this article in StartupSmart, Shane highlights the two critical steps you need to follow to ensure your customer service is delivering excellent results, every time.

Business lessons from my dog

Inspiration comes from many different sources.

This LinkedIn post from Shane highlights how his dog Astro has taught him a lot about running a business.

Customer Experience is much more than User Experience

The Amazon Dash shows that delivering a great customer experience consists of much more than than just focussing on a great online user experience, as explored in this LinkedIn Post.