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...
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...
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...