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7 ways to make a customer culture stick
Research and experience show there are 4 stages to getting and keeping a customer culture: Initiation, Implementation, Embedding and Reinforcement. In my last two posts I outlined the actions to take...
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What is Hewlett-Packard missing in creating its future? Only the most...
Almost all organizations develop annual plans and budgets. Many have strategic plans that are designed to chart their way through the next 3 to 5 years. A few use scenario planning to identify...
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Has Cisco got its strategic alignment right?
Cisco’s roller coaster 2012 was due in part to the Eurozone crisis that took a heavy toll on network spending and a subdued US market. It seems set for a better 2013 due to restructuring initiatives,...
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4 ways Electronic Arts navigated major Tectonic Shifts impacting their Customers
Many industries today are experiencing market and technology shifts in their marketplaces that are somewhat like the clashing of tectonic plates that cause earthquakes and tsunamis. Industries...
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Breaking down company silos with internal social media tools
In a recent project with a large Energy company, I was working with the senior management and staff to help develop and embed a customer-centric culture. It is their belief and mine (based on...
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Why aren’t Public Service Organizations Customer-Centric?
The Department of Motor Vehicles (Photo credit: UCSF) Why aren’t many public service organizations like health, tax, education, transport and treasury or utilities such as power and water authorities...
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Why are so many customer-centric leaders on their own?
Many customer centric leaders we have spoken with are facing challenges they did not expect. While they themselves understand the imperative for a customer culture that will drive future business...
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Customer Obsession: Its a Mindset! Here’s one senior leader’s take on it.
I have known and worked with John Stanhope over many years. John had a long career with Telstra culminating as CFO. He is now Chairman of Australia Post. Ever since I have known him he has had a...
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Why Customer Experience fails in organizations!
Recently I asked a colleague, Sean Gallagher, President at Influence Success, to review our book, The Customer Culture Imperative, compared with other books that address the area of customer...
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You can’t handle the truth – why most leaders say they want their businesses...
Creating a new business that endures over a long time is hard. We all know the statistics; 80 % of companies fail within the first 2-3 years. What separates the businesses that sustain from those that...
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