organisational behaviour

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 that the approach taken by many towards arriving at customer focus, customer-centricity, and customer obsession is not gold, it is fools gold.

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What Is the Access to Customer-Centricity and Innovation?

I have been reflecting over 20+ years of experience centered on enabling, effecting, facilitating business change and improving business performance. During this time I have been involved with a whole range of management panaceas:

 

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

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Creativity in the Workplace. It's More Than Just Colorful Furnitures. Yes, the Space Matters but There Is More.

For all those cash-rich companies such as Apple, Google and Facebook, there is a race to hire celebrity architects to design their headquarters. Google headquarters consists of nine angled buildings connected by bridges. Reportedly, the idea was based on data collected from Google employees’ behavior which then translated into some kind of architectural algorithm that should produce “casual collisions” to make innovation happen more often. 

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How to Transform Your Organisation by Centring on the Customer

I’d like to re-start blogging by sharing with you what shows up for me as a most enlightening and inspiring tale of leadership, customer-centricity, and organisational transformation. Let’s start.

I encourage you to listen to Dr David Feinberg tell his story

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Strategy: Forget the Customer and Focus on Purpose?

Is purpose the vital access to performance and the starting point of strategy?

What explains the variability in performance – revenues, profits, share prices – across firms who compete in the same industry? Why, for example, does IKEA do so well in the furniture industry when many other players struggle or have to accept modest performance? Is the answer that IKEA is customer-centric and the other players are not? Is it that IKEA delivers a superior customer experience?

Cynthia Montgomery in her book The Strategist explores this question and shares her answer. She says:

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“Ridiculous!”: Does Your Organisation Treat Customers This Way?

I have been helping one of my clients grapple with growth challenges. During the course of our conversations we got around to looking at the business from the standpoint of customers. As such, I asked for an analysis of the customer base by revenue and profit.The analysis shows that the top 10 customers accounted for the lion’s share of the company’s revenues and thus its health and viability.
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Strategy and Organizational Design

My recent piece, “Strategy IS Execution,” prompted quite a few reactions. In it, I wrote about how it no longer makes sense to separate the value of strategy from the value of execution because execution is actually becoming strategy. I’ve learned a lot from the ensuing comments and conversations.

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Weaving the Social Layer across Your Organization

Next week I am joining thousands of innovators, digital pioneers and social strategists for the interactive portion of SXSW. A highlight of the trip will be joining my former colleagues from social business consultancy Dachis Group who are organizing their third installment of the Social Business Summit—a global series of events which kicks off in Austin.

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