customer

Why is providing the customer a good 'experience' so difficult? McKinsey offers it thoughts - so do I

It took me a long time to realise that much of the work I do is about 'improving the customer experience'. My focus is on older customers, but whatever I recommend to clients cannot be at the expense of younger people. In most instances, if you improve the customer experience for older customers, it benefits all ages.

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Ask different questions to get different results

If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different people — a consultant, a professor, and an entrepreneur.  Although each of them suggested a different question, together they provided a new perspective on strategy development — that is, sometimes an answer can be less important than the question.
 

Different question #1:  What problem are you trying to solve?

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The 10 Commandments of Customer Experience

I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications.

Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession?

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Are You One Of Those Top Performers That Are Now Consumed By Endless Meaningless Meetings And Operating On Outdated Management Theories?

The very idea of ‘management’ itself is changing and many core concepts are becoming irrelevant. According to Henri Fayol (father of modern management methods) management is to forecast, to plan, to organize, to command, to coordinate and control activities of others.” It seems the what has not changed, but the how has. The way we work is changing and machines are slowly taking over making or at least influencing important management decisions for us.

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The Human Factor in Sales Excellence

Sales excellence depends on more than technology, data, and even great sales skills. People — sellers and buyers — must remain at the heart of every sales strategy.  Several writers made this point clear as they recapped their key learnings from Dreamforce 16, the recent installment of Salesforce’s annual conference (#DF16).  Here are a few of the best bits on the human factor in sales excellence.

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Two Major Flaws of Your Customer Listening Efforts

I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.

Are you listening to your customers? What are you doing with what you've heard?

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Putting The Customer At The Centre of Your Business

Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways:

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‘Customer Experience’-Experience

The most powerful learnings come from reflecting upon your own experiences. And telling about them. Here’s a story I love to share:

We were sitting in one of the largest meeting rooms available. Still it was rather small for the audience of 15+ supervisors and their managers of a large holiday resort. Everything in the back-office was rather small, for any space that could be made available for frontoffice (read: commercial) activities, was made available to that. Smoking was still allowed, so quite some in the room did.

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what went wrong with tata motors nano

“An amazing ‘invention’ that didn’t turn out to be an innovation” – that’s how one expert described Tata Motors’s Nano.  Indeed, the current predicament of the $2,000 compact car that was introduced in India with great fanfare in 2008 holds some valuable takeaways for aspiring disrupters.

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What CEOs Can Learn from Andrew Mason's Resignation Letter

There's been a lot of talk and press about Andrew Mason leaving (OK, getting fired from) Groupon. I didn't pay much attention to it until I came across this post over the weekend about The 13 Best Resignation Letters of All Time. His really stood out to me for a variety of reasons.

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