Do You Have a Customer Strategy?
You have a finance strategy, right? You have a marketing strategy. You likely have a people + culture strategy. + a technology strategy. But for the ultimate reason you exist – your customer – do you have a strategy? A customer strategy is a carefully planned approach that organisations adopt to attract, engage, + retain […]
Customer Culture: align your team from boardroom to back office
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! Culture eats strategy for breakfast It’s a famous quote + one we know is used often, but it’s a good one. Truth is, you can have the best strategy in […]
Customer advocacy: The ‘f’ word + the crystal ball for your business
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! Let’s Talk About The ‘F’ Word… It’s always great to open a workshop or keynote event saying that you’re going to talk about the f word. People always look a little […]
10 tips for creating exceptional customer experiences
We have something to share with you. People don’t buy products anymore. They buy experiences. They buy ‘all the stuff’ that is wrapped around a product. Product features are no longer enough. Customers expect more than just the product + now creating exceptional customer experiences has become more important than ever. Customers not only want […]
Customer experience: step into your customer’s shoes + get the full picture
This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out in May. We hope you enjoy it! Customers Are On A Journey + You’re Only Part Of It Customer experience (CX) seems to be the buzzword around town. Beyond the buzz + hype, it comes back to leaders + […]
Customer journey – it’s not all about you
This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out in May. We hope you enjoy it! If we could give one superpower to every organisation, it would be the capability to map out their main customer journeys against their existing business processes. This steps the level of customer […]
Want to keep customers? Take a leaf out of Audible’s book
Do you work really hard to get new customers? Most would say yes. But do you work hard to keep the customers you have? Maybe not so much. Don’t worry, it’s very common. Most of the business + senior leaders we encounter are caught up in the trap of customer acquisition. Marketing, social media, special […]
Ditch the demographics + bring back the human
This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out in May. We hope you enjoy it! Ditch The Demographics + Bring Back The Human We see it everyday in businesses + experience it often as customers – being treated like a number, another statistic. Faceless demographic clusters that […]
Is too much choice, too much?
Customer choice in itself is not necessarily a bad thing. In fact, having a wide variety of options for customers to choose from can be a positive aspect of a market economy, as it allows customers to find products or services that better meet their individual needs and preferences. However, there are certain situations where […]
