Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as [...]

By |2017-07-26T07:24:57+01:00July 26th, 2017|CX Leadership, CX Professionals|2 Comments

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their 'heroes'. For some, it is a relative - their mother, father, brother or sister, husband, wife or partner - it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, [...]

Find, Win, Keep: A simple customer centric business strategy

I have been positively influenced by many people and organisations over the years - in fact I continue to be on a daily basis. As well as being a big believer in the principle of 'simplicity', I am also an advocate of 'shamelessly stealing' ideas that make sense to me. Maybe the utilisation of ideas [...]

Shhhhh!! Don’t mention Six Sigma – the truth behind the stigma

I am about to say something that I rarely do in public these days (I bet that got your attention!). I am a Lean Six Sigma Master Black Belt. There.....I did it. To those that do not know what this means, you are probably wondering what on earth I am on about. To those of [...]

By |2015-04-13T13:27:24+01:00September 16th, 2013|CX Measurement, CX Professionals|25 Comments
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