Hey, why are YOU in business? When we ask this question, we hear the same things over + over – ‘to make money’, ‘for profit’, ‘lifestyle’, ‘to leave a legacy’… … but rarely do we hear ‘for our customers’. Customers are the ultimate reason any...
Close the gap between business strategy + operations How Are You Feeling In Your Business Today? Are you: Noticing a disjoint between your business + operational strategies? Feeling like reality is falling short of the dream? Not achieving the results you’d...
Does your business struggle with declining sales? Poor customer reviews? A disengaged team? Technology or market disruption? Customers Are The Biggest Disruptor Of All Don Peppers, author + founding partner of customer-centric consultancy Peppers + Rogers, believes...
Last week we talked about the importance of putting customers at the heart of everything you do. This week we look at customer care from an internal perspective. A Strategic Approach To Customer Care In our view, it is crucial that business leaders have a clear view...
The Numbers Don’t Lie Bet you’ve heard that: 70% of buying experiences are based on how the customer feels they are being treated (McKinsey) Overall poor quality of customer service is the main reason for churn, not price (Accenture) While 96% of unhappy...
Part of being future proof + having a sustainable business is about remaining relevant to your customer in changing times. Technology advances, changing customer expectations, global-localisation, (anti-)social media, global warming + industry disruption are all...
