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...

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...

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...

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...

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...

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...

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...

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...

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