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Where does customer focus, customer obsession, customer-centricity reside in...
I put that question to Google today and I did not get an answer. The closest I got was a checklist for a customer-centric business and a post on Amazon’s customer experience obsession. Let’s take a...
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Extreme Trust: can honesty be a means of competitive advantage? (part 2)
I value what Don Peppers and Martha Rogers write and as such I am making my way through their latest book (Extreme Trust) and using it to write a series of posts on matters that are touched upon by Don...
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Tesco: great example of the perils of data driven marketing & neglect of the...
Tesco continues to do ‘badly’ in the UK The other day I was reading the business press and the following piece on the poster child loyalty schemes/analytical CRM/data driven business management caught...
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Why your organisation is not customer-centric even if it is customer-centric
This is a long post and a philosophic one so you might be better off doing something else unless you have an avid interest in customer-centricity and getting to grips with it. Furthermore, you might...
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Halfords: how the ‘in-store’ customer experience is limiting the...
Halfords makes me personalised offer Halfords sent me a personalised letter reminding me that my car is due for an MOT next month: To make this happen takes time, effort and money. The folks in the...
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Is customer experience and the voice of the customer the CMO’s salvation?
The Economist Intelligence Unit has recently published a report titled ‘Outside looking in: The CMO struggles to get in sync with the C-suite’, sponsored by SAS. This report has showed up as rather...
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John Lewis: masterful at employee engagement, customer experience and...
What makes John Lewis so special? John Lewis is one of the few retailers that is doing great in the UK. My eldest son (who is studying business and passionate about retail) got to spend one week...
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Skeptical musings on ‘treating different customers differently’ and the...
You may know that I value skepticism in the sense of questioning the taken for granted. In this post I question the central tenet of the customer business. And I question the insight and expertise...
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A skeptical look at 2012 and best practices
Skeptic does not mean him who doubts, but him who investigates or researches as opposed to him who asserts and thinks that he has found. [Miguel de Unamuno, "Essays and Soliloquies," 1924] What shows...
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Customer Experience as an access to & source of business disruption and...
What do the failures of three high street chains disclose about Customer Experience? Over the last week or so, three brand name high street retailers – Blockbuster, HMV, and Jessops – have failed....
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Customer Experience in the UK: what is really going on?
What’s really going on the UK contact-centre industry? Yesterday, I met up with a friend who works in the VoC and contact-centre space and we discussed the whole customer thing. This is what showed up...
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Musings on relationships, experience, engagement, and relationship
It occurs to me that we, the folks in the world of business, are blind to relationship, relationships, experience, and engagement. It occurs to me that we just don’t get it! Let’s start with...
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Are Your Sure You See The World Through Your Customer’s Eyes?
From CRM to CEM: is it as easy as it sounds? With CRM’ organisations took an’ inside-out’ approach to doing business with customers, though I doubt they knew that is what they were doing when they were...
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WalkMe: a Great Way to Improve the User Experience and Harvest Business...
Issue: how do I do this online? Travel is an essential part of my life as a management consultant and business advisor. Occasionally, whilst I am on my travels I get a call from either my wife or...
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Customer Experience: How to Delight and Disappoint a Customer
If you are regular reader of this blog you may remember that I set-up a business bank account with Barclays Bank and shared my experience: Barclays Bank: what are the customer experience folks up to?...
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The Dark Side of Customer Focus, CRM, and Customer Experience
What is the cost of putting profits before customer interests? This week one of the UK’s largest insurance brokers got hit with a £7.4m fine. Why? This is what Tracey McDermott, the FCA’s director of...
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Is There Any Real Value In Customer Experience?
The genesis of this post lies in the following article: Is Customer Experience Manageable? An Industry Pundit Says No. In reading this article and listening to the embedded interview I was struck by...
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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!
What Is The Achilles Heel of Strategy? My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at...
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Musings on Big Data, Customer Analytics, and Data Driven Business
On LinkedIn, Don Peppers is sharing his perspective on making better decisions with data. This got me thinking and I want to share with you what showed up for me. Why listen to my speaking? I do have...
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Taking a Deeper Looking at the Customer-Centric Ideology
In response to an earlier post (The Paradox At The Heart of Customer-Centric Business) Christopher Frawley commented: Maz, your post is both intriguing and confusing. You’ve stated what you’re against,...
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