Christopher Brown

78 Years of Customer’s Trust Destroyed in an Instant

Source: The Economist One of the most dramatic instances of breaking a promise to customers came during this past week as VW admitted to deliberately...

What does Customer Centric Leadership look like?

Source: Evan Carmichaelhttps://www.youtube.com/channel/UCKmkpoEqg1sOMGEiIysP8Tw There is plenty of research and anecdotal evidence that tells us if customers believe “we care” about what we sell them, how...

Empowering Employees to do the right thing for customers

When we measure the customer-centric culture of organizations around the world, one of the recurring themes is a low score on “empowerment”. Lack of empowerment...

What sport can teach us about customer centricity

Sporting clubs refer to their customers as fans. This is an appropriate term because “fan” is shortened from “fanatic”. Successful sporting teams have fanatical...

A ‘Value’ Mindset is at the Heart of Customer Centricity

Andrew Kakabadse, Professor of Governance and Leadership at Henley Business School, UK, carried out in-depth interviews with leaders in more than 100 private and...

Transforming IT is Crucial to Customer Centricity

The explosion of digital technologies and acceleration of innovation is bringing IT into the center of the business – not because of IT itself,...

Customer Centricity Requires Resilient Leadership

In practice, a customer-centric culture requires people in organizations to be able to adapt to change and provide new forms of value to their...

Why Collaboration is Key to a Customer-Centric Culture

In our work with large corporations around the world we find that many of them are challenged by a siloed internal environment that works...

Why are Tesco, McDonald’s and Woolworths Supermarkets Losing their Leadership Positions?

Tesco, the British based supermarket chain, has shocked analysts with an overstatement of profit expectations by 250 million pounds and questions have been raised...

3 reasons why customer centricity’s time has come

 The world of business has rapidly transformed over the past 15 years. From a world where businesses controlled supply, controlled the message and could...

Amazon’s customer centric moment of truth

 Image credit: Steve Jurvetson/Flickr I have been a fan of Amazon.com for many years, in fact I wrote extensively about them in my new book, the...

How Zappos makes sure customers get a great experience everytime

You see countless articles every day that claim improving a single part of your customer service strategy is the "key" to something. Experts promise...

Why empowerment and trust are crucial to creating great customer experiences

Many of the most-used customer service buzzwords focus on delighting the customer, proactively providing a good experience or making a personal and emotional connection...

How DollarShaveClub.com created a disruptive customer experience

If you think about what's happening in the men's shaving razor market it's a little like a cold war era arms race. Each year...

The Customer Insight Lab of the Future

Telstra, Australia's largest telecommunications company, like other large organizations has a powerful research, analytics and insights hub. Liz Moore, who heads that group in...

How stupid companies hold their customers hostage

It never ceases to amaze me how some companies continue to make it hard for customers to leave. As though making it difficult for...

5 Ways to Start Transforming Your Customer Demand Generation Process

It looks like 2013 could be "The Year of the Marketer," according to the CMO Council. Their recent "State of Marketing Audit" results revealed...

Get more customer insights with these 5 questions

If you want really insightful information from your customers, try asking these 5 open-ended questions: What is the one thing you think we do really...

Is this the end of in-store customer service and retailing as we know it?

You would think traditional retailers when confronted with the undermining of their traditional in store purchasing business models would be reaching out for new...

Stop doing stupid things to customers

A good friend of mine in Sydney recently relayed a story I have heard many times over. Yes it involves buying a car and...

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