“How can I make life easier for my customers (current and future)?” The answers will help your organization dramatically change its services in ways that will ultimately amaze your present customers and make new customers want to come to you.
Read the full story...
Customers love creative companies. The best kind of creativity is built around ideas that focus on customers.
Read the full story...
The status quo is a funny concept. It is comforting and familiar, of course. In many cases, unfortunately, we are lulled into accepting what exists today and not realizing how much better it could be. We don’t need to change the status quo every time. However, we need to challenge the status quo every time.
Read the full story...
It is fantastic news that great performance, grounded in being customer-centered, is available for every business if it wants it. It grows out of deliberate practice and design of an organization-wide culture to improve on behalf of your customers.
There is another dimension of the multiplier effect that will add even more to your image of
The more you do something, the better you get at it. We are familiar with this concept in sports and music, because the more you practice, the better you become. The same thing applies in leading your organization to become more customer-centered.
In economics, a multiplier effect describes the degree of change in one variable that
It’s amazing how organizations believe they can become great while ignoring their customers.
Jim Collins’ How The Mighty Fall: And Why Some Companies Never Give In builds off of his Good to Great and Built to Last tenets to analyze how successful companies get better, or conversely, how they decline. He describes how companies can under-perform by forgetting
Successful companies have an excellence quotient that they never compromise. The secret, however, is not in products and marketing. The secret is in creating this excellence from the viewpoint of the customer, because that is who will ultimately be the judge of whether they deserve that high status. The secret is in becoming customer-centered.
One great
When you go out to a show or another event, you expect a great performance. What makes you think your customers don’t expect that from you every day?
My wife and I enjoyed a 7-day cruise recently. Part of the entertainment consisted of performances by the Second City Comedy Group. In addition to rehearsed sketches, they
Why do satisfaction surveys have such a bad name? Because very little is ever done with the majority of them. And why is nothing done with them? Because the results are not actionable.
Larry Bossidy in Confronting Reality: Doing What Matters to Get Things Right warns against shallow, “one-size-fits-all” surveys that are typically designed by the HR
Your customers, by definition, are outside the “four walls” of your organization. Progressive, successful organizations, however, look for opportunities to invite customers to participate in their internal activities. It is a remarkable way to clearly validate customer-focus to all of your employees. It is also a way to inject new thinking that otherwise may not
Read the full story...
