Clik here to view.
The word ‘relationship’ has no place in the business world, let’s drop it
The word ‘relationship’ has caused and continues to cause lots of muddled thinking when it comes to the world of Customer (strategy, insight, experience, engagement, CRM and so forth). The conversation...
View ArticleClik here to view.
If you are not working on dismantling the walls of separation then you are...
One picture can say more than a shelf full of books. When it comes to forging a mutually beneficial relationship between companies and customers here is the picture that says it all – at least to me....
View ArticleClik here to view.
B2B: 6 guidelines for great customer service and fruitful relationships
What does it take to deliver good customer service in B2B? A little while back I wrote the following post: Do you care about your customers? This led to one reader asking about the difference between...
View ArticleClik here to view.
How to engage the female customer and deliver the right experience
This post follows on from the last post: If 80% of spend is driven by women then is it not time we had a better understanding of women? Why should you read this post? Society is incorporating more of...
View ArticleClik here to view.
‘Integrity’, leadership, communication and performance: the most valuable...
This post is associated with and follows on from the previous post: Want a breakthrough in customer-centricity in 2012? Start with ‘Integrity’. This post clarifies what I wrote in the earlier – some...
View ArticleClik here to view.
Musings on relationships, experience, engagement, and relationship
It occurs to me that we, the folks in the world of business, are blind to relationship, relationships, experience, and engagement. It occurs to me that we just don’t get it! Let’s start with...
View ArticleClik here to view.
The vital importance of empathy and kindness to customer experience design...
How far can you get in cultivating enduring customer relationships, delightful customer experiences, and ‘employee engagement’ without empathy? What kind of world shows up when we put aside empathy?...
View ArticleClik here to view.
Is this the most important question to live and operate from?
What is the most important question that one needs to grapple with when it comes to customers and the customer-centric orientation? Is it: how do we calculate customer lifetime value? how do we get...
View ArticleClik here to view.
Does Love Lie At The Heart of Service & Loyalty?
I was introduced into the ethos of service around the age of 6. I would arrive back from school in the afternoon and be welcomed back by my mother. She would ask me about my day whilst offering me...
View ArticleClik here to view.
Most Important Post I Have Written This Year: What Does It Really Take To...
This is long conversation and likely to be of interest to those of you who have experienced the limitations of knowledge as it is commonly understood. It may also be of interest to you if you glimpsed...
View ArticleClik here to view.
Leadership: The Practice Of Granting an A
What way of showing up and travelling (being) lies at the heart of human-centred leadership? This is the question that I have been pondering over the last month. It occurs to me that it comes down to...
View Article
