This article examines why so many leaders don't spend the time on strategy that they should for their businesses to succeed.
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.
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.
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.
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.
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.
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.
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.
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.