Discovering intent and setting priorities for the digital business journey
There are lots of examples of roadmaps out there. Take any digital initiative and you can find the generic way …
Tag Archives: Customer Focus
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What causes disruption to your evolving digital business?
There are a number of disruptions that create havoc and chaos to your evolving digital business. Either individually and in …
As a leader, I must provide a compelling vision for the future
You role is one of a leader and you want more of a focus on the customer experience. What should …
So … let’s start the journey. What is our promise to our customers?
Now is the time to think it through. This is the start of the journey. Whether we know it or …
What is organizational culture?
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
Bellhops lead the way in amazing customer service
How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …
Why Amazon Gives so Many Perks to Prime Members
Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …
How do we know who the customer is behind all the devices connecting with us?
How do we know who the customer is behind all the devices connecting with us? We live a world of …
Why do customers feel like we are treating them all the same?
Why do customers feel like we are treating them all the same? Because, for the most part, we are. Think …
What middle managers really think about the customer experience.
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
What are the seven stages to embracing customer insight data in a world obsessed with customers?
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
Is digital transformation like adding racing stripes to a 20 year old Chevy?
Digital business transformation is about making fundamental changes in how business is conducted in order to help cope with a shift …
Are middle managers an obstacle to a customer focused world?
There is a common perception that middle managers can be an obstacle to a customer focused world. That perception is …
Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed Leader
Our business world continues to change at a very dizzying pace. 2016 will not be any different. We all need …
How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
Avoid the “Just Following Up” Email
None of us like to be interupted by emails that have no value. Sending one email and then resending it …
Thinking about 2015: Being obsessed and focused on our customers is not an either/or kind of thing.
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
Why employee engagement is important — Examples from Doug Conant, former CEO at Campbell Soup
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engage customers. …
Do your customer systems and tools actually focus on your customers?
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Guest Blog: Jeb Dasteel — The Customer Connection – Building Lasting Relationships in an Instant Access World
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
Are you a customer-focused or operations-focused company?
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
Guest blog: Roberta Anderson — Be your own advocate
Roberta Anderson is the Chief Information Security Officer for the City of Colorado Springs. She has over 15 years of …
Is customer-centric change a no-brainer?
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
