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“Everybody’s talking at me, I don’t hear a word they’re saying”. Are...
So went the Nilsson song in that great film, Midnight Cowboy. Business 101 says Listen to your customers, and act on what you hear. Not rocket science is it? But even listening still seems like a tall...
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Listening to employees shouldn’t be a big deal
At a recent event run by the Customer Engagement Directors’ Forum, the HR Director of M&S got me thinking when she said at one point, “You wouldn’t only ask your customers for feedback once a...
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10 crazy things companies say and do that sabotage great customer experiences
Now, sabotage may be a strong word – after all, no one sets out to screw things up for customers – but the interesting thing about these 10 classic behaviours is that they are all pretty much...
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Rising on a word, falling on a syllable : corporate reputation and trust in...
Crisis of leadership The 2013 Edelman Trust Barometer is out this week – the shorthand summary would be corporate leadership is in crisis – and, as usual, it paints a fascinating global picture of...
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‘Always give more’. Kindness and humanity in business.
There’s a great new post from Seth Godin on the 11 things organisations can learn from how airports screw up the customer experience. It strikes at the heart of how many organisations lose the plot in...
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Business is personal. Exploring the 4 Hs : Humility, Humanity, Humour and...
The bigger the business, the more freedom is curtailed as governance, processes and procedures take over. This is just one of the points made in a fascinating slideshare presentation from a few years...
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Rubbing Salz in the wound at Barclays?
The Salz review of Barclay’s Business Practices was published yesterday, all 244 pages of it. And, kudos to the new brooms at the bank for publishing it online too. So, hot off the press here is a set...
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Are your customers out of sight, out of mind?
It’s far too easy for senior executives to be seduced by numbers, graphs, charts, red-amber-green ratings, and generally let their eyes glaze over when they hear the word, customers. Especially if...
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Surviving and thriving in the brave new world of customer experience
Without doubt, the world of customer experience is changing. I heard a great quote at a conference the other day, when the speaker said that we’ve moved from a world where companies had better...
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The soft stuff is the hard stuff – unwrapping culture
“Culture eats strategy for breakfast”. So said Peter Drucker and it’s a classic quote: spot on. The more I do and see the more convinced I am that culture eats just about everything. Without the right...
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