David Rance

Compartmentalization Doesn’t Work in a Global Economy

In 1776, a momentous event occurred that shaped our modern world. I am not talking about the American Declaration of Independence, important, though, that was. I am talking about the publication of The Wealth of Nations by Adam Smith, a Scottish economist and philosopher....

Making Your Organization Customer-Centric Means Keeping All Its Components in Harmony

You may not be a musician, but you have probably heard of, or even seen, a mixing desk. This is a device with lots of controls that slide up and down—sliders—that takes sound sources from different instruments and vocals and mixes them "down" to...

Leadership Vs. Management: We’re Customer-Centric Because I Say We Are

Who'd be an executive today? It's enough to have to cope with life post Enron. Not long ago, "Sox" meant my favorite baseball team—or footwear. Now, as SOX (for Sarbanes-Oxley), it's the constant threat of a jail sentence if you step outside the corporate...

The Madness of Metrics: Be Careful What You Measure

A friend told me a story about when he was a customer service call center manager. He was concerned that the focus on dealing with an ever-increasing number of customer calls might be affecting the center's ability to keep up with customer correspondence. He...

To Create a Good Customer Experience, You Have To Stop Treating the Symptoms

In the last 12 months, I have seen a major increase in organizations focusing on trying to understand and manage their customer experience. I have long been critical that organizations have been too introspective, so I am hopeful that this is a sign that...

How To Build Profits? Let Service People Do What They Do Best

In a former life, I was customer care director for a national cellular network. At the time, we were the No. 1 player in the market, having been the first to launch a proposition aimed at bringing consumers into the mobile arena. They were...

When It Comes to Strategy, Don’t Take a Page From Telecoms

As global telecoms prices tumble, churn has become the scourge of the entire mobile and fixed line industry. But instead of sponsoring and justifying a focused effort to retain customers, it has led to a feeding frenzy of price reductions to steal customers from...

Want To Know What’s Best for the Customer? Ask Your Service People

A funeral home boasts: "We're dying to serve you!" A firework company calls itself the "world's largest." Marketing hype has infiltrated everything. Everyone now has a tagline, however bizarre. And hyperbole abounds. We seem to be inundated with apparent oxymora: "IT helpdesk," "open government," "user-friendly...

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