6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share [...]

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although [...]

By |2017-05-09T18:06:29+00:00April 19th, 2017|CX Leadership, CX Strategy|0 Comments

Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although [...]

By |2017-03-20T13:22:16+00:00March 20th, 2017|CX Leadership, People, Uncategorized|1 Comment

Experience the Experience: Walking in the Shoes of Your Customers and Employees

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]

By |2017-03-06T16:29:21+00:00March 6th, 2017|Customer Journeys, CX Leadership, People, Recovery|2 Comments

How to Embed a Customer Experience Framework 

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]

How to Make Customer Experience a Priority for the Whole Company 

In my exclusive column for CustomerThink last month, I shared my “top tips” for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting [...]

By |2016-12-22T11:38:05+00:00December 22nd, 2016|CX Leadership, CX Professionals, CX Strategy, People|0 Comments

7 Top Tips to Create a Customer-Centric Culture 

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to [...]

By |2016-12-05T09:45:26+00:00November 23rd, 2016|CX Leadership, CX Strategy, People|1 Comment

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that [...]

By |2016-09-21T16:21:29+00:00September 21st, 2016|CX Leadership, People, Uncategorized|0 Comments