Christopher Brown

How customer centric companies make service recovery a priority

In the below video, Chris Zane of Zane's cycles, probably the most customer centric bike store on the planet, tells the story of how...

Driving high value – low cost customer experiences

A friend of mine travelled last week from Bangalore to Dubai on IndiGo Airlines. She said it was low cost, with seats that would...

Extreme customer service on top of Mt Kilimanjaro

Source: crewtreks.com It is amazing where you will find people with a "customer first" mindset and an innate sense of understanding customer needs and how...

Being customer centric means being people centric

Source: http://thesismusen2012.wordpress.com/ I was talking with a friend last week about the challenges of developing a customer-centric culture in large organizations. He used the word...

Customer Centric Leadership Practices – Lessons from “the HP way”

In recent weeks I have met several ex-HP employees who told me about the great times they had at HP when the culture embedded...

Customer Centric Lessons from the Rock Band Van Halen

CREDIT: PHOTOSTATION IMAGES/LARRY MARANO Van Halen was particularly big in the US during the 1970s and 1980s. David Lee Roth was their lead singer and...

Breaking down company silos with internal social media tools

In a recent project with a large Energy company, I was working with the senior management and staff to help develop and embed a...

Is the Bell Canada Transformation Enough for a Competitive Future?

In a 2009 article titled "How Bell Canada remade itself from the top down', Ed Gubbins explained how the company changed its culture, operations...

What customer-centric looks like in the insurance business – Lessons from Aflac

Insurance is a "grudge" purchase. No-one likes to pay for something they may never need or use. It's a bit like going to the...

Your customers are being stolen by the new digital disruptors – Are you fit...

FitNow, launched in 2008, produces Lose It!, the top application in the iPhone's health and fitness category. FitNow is based on the premise that...

Can Nokia regain its customers and former glory?

As Nokia's new chief executive, Stephen Elop, took over in September 2010, he faced a formidable task: to regain the company's lost ground in...

The wrong way to fire you customers – Lessons from Wells Fargo

Not all customers are created equal and unfortunately from time to time as a business's strategy changes or market conditions alter it is necessary...

Does Intel have the right culture for the future?

In a question asking him to summarize the Intel culture, outgoing CEO (in May 2013), Paul Otellini said: "Egalitarian. Merit based. That came from...

4 ways Electronic Arts navigated major Tectonic Shifts impacting their Customers

Many industries today are experiencing market and technology shifts in their marketplaces that are somewhat like the clashing of tectonic plates that cause earthquakes...

How to test whether your messages are customer focused

Customer centricity can be applied not only at the organizational level but also at the functional and ultimately the individua level as well. When it...

2 secrets of Salesforce.com’s success at attracting customers

Jamie Greney, a long standing employee says "In my ten years at salesforce.com, I think one of the most important elements to our success...

How to attain premium pricing in a discount world – Lessons from Starbucks Steel...

How do some businesses manage to attract premium prices while others struggle to get sales at any price? The answer is a combination of branding,...

Is 3M still an innovator? – 3 traits it must have to mobilize growth...

3M is one of the most consistent companies on wall street, paying out a dividend for nearly a century. It has a diverse stable...

Has Cisco got its strategic alignment right?

>Cisco's roller coaster 2012 was due in part to the Eurozone crisis that took a heavy toll on network spending and a subdued US...

What is Hewlett-Packard missing in creating its future? Only the most important ingredient!

Almost all organizations develop annual plans and budgets. Many have strategic plans that are designed to chart their way through the next 3 to...

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