Customer: The Singular Focus for Success

Accelerating change is the ‘new normal’. The last few years have shown us no two days are the same. In an era, where strategies + priorities shift constantly, one fundamental truth remains constant: the customer is the lifeblood of any organisation. Whether you’re a global corporation, a government organisation or a small local business, making […]

A customer-led approach is not just an option; it’s a necessity

Whether you’re ready for it or not, the role of the customer has become increasingly central to a company’s success. No longer is customer experience just a buzzword; it’s a driving force that can shape a business’s strategic decisions + operational efficiency. In fact, many business + organisational issues you’re experiencing today stem from a […]

Master the art of Customer Choice (– or be left behind)

Welcome to the ever-evolving landscape of customer choice. Choice is everywhere – more than we’ve ever had. But it’s not all roses! As we navigate this intricate path, we must recognise that influencing customer decisions is a nuanced art, driven by understanding + empathy rather than rigid formulas. In this article, we will delve into […]

Catch the Bouncing Customer!

The way we define ‘customer’ can limit our potential. Delivering a recent keynote address for the VTIC Visitor Services Summit 2023, we posed the concept of the ‘bouncing customer’. You know, those ones that were going to walk into your shop (physically + metaphorically) but didn’t. They were your customer, but they chose to go […]

Turning customers into advocates

Every business owner knows that the key to success is a loyal customer base. But how do you turn customers into advocates? Advocates are customers who not only love your products or services but are willing to go the extra mile to promote them to others.  In this article, we’ll discuss some tips for making […]

The Imperative of a Clear Customer Proposition: Unveiling the Key to Business Success

In today’s hyper-competitive marketplace, businesses face the daunting challenge of capturing the attention + loyalty of customers. To thrive in this environment, having a clear customer proposition is more crucial than ever before.  A customer proposition serves as a comprehensive statement that defines a company’s unique value, differentiates it from competitors, + communicates the benefits […]

Customer Proposition: is your customer clear on who you are + what you do?

This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out on 24 May. We hope you enjoy it! Who are you? Does your team know? Do your customers know? If you’re not clear on who you are, how can you expect your customer to be clear on who you […]

Create a compelling vision for your business

A compelling vision is one of the simplest yet seemingly complex tasks for any business leader. Without a shared vision, your people will appear rudderless, pulling in different directions or even against each other. Let’s break it down. A vision statement outlines the company’s long-term aspirations + helps guide decision-making when no one else is […]

Customer-led Vision: Putting customer at the heart of everything you do

This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out on 24 May. We hope you enjoy it! Vision – The Ultimate Tool for Aligning your Business Aligning your organisation around your customer is where it all comes together. You can have the best knowledge of who your customers […]