Dick Lee
Author & speaker Dick Lee has been encouraging customer-centric business practices for over 30 years. In his latest book "We Are Buyers. You Are Sellers. You're Busted." he changes focus to encouraging customers to fight back against abusive sellers.
My LAN connecting my XP laptop to my Windows 7 workstation was working perfectly. But I had to go mess it up by wiping...
Southwest Airlines broke the model while organizing and has stayed customer-focused ever since. Tellingly, however, when Southwest initiated service in several congested major airports...
Used to be enterprise technology was designed for finance and/or manufacturing first – and all other functions, especially those directly affecting customer experience, as...
Will sales be able to switch from proactive to reactive? A good friend, colleague and long-time client – Joe Lethert, founder of Performark – recently...
Research House Harris Interactive just released a ranking of U.S. companies by reputation. The ten worst? From worst to next worst: AIG, BP; Goldman...
Every time I hear someone say customer-service is where customer-centricity starts, I get a splitting headache. Customer service is the last stop on the...
Should strategy development stand alone in a company? If so, from where would this function draw its "authority?" Recently, I asked a similar question regarding...
Back in my CRM days, we had this phrase thrown at us repeatedly by CRM software sellers. Frankly, it's left me with "rabbit ears."...
No doubt about it, customer-centric process design creates work that's not supported by existing organizational structures. Should organizational design take the lead and define...
I just read an interesting article titled, "The Service Dominant Mindset," describing the demands and risks faced by marketing professionals because their industry is...
What customers want from companies is becoming a common "conditioner" of organizational design and change management – but rarely a driver. That's unfortunate, because...
Much that we term "out-of-the-box" thinking is pretty tame stuff – too tame to generate much learning other than how to better the...
Let's examine an historic process breakdown – Sprint's intent to "fire" unprofitable customers – that nearly put Sprint under after news of the plan...
I realize I may be setting myself up for some backlash here, but many articles, presentations and dialogues about resistance to change go deep...
If you've had surgery in the U.S. lately, you already realize hospitals are hell-bent on improving internal process. Mitigating risk—not doing the right procedure...
Yeah, we're all bombarded with arresting tales of how this new application or that will either double your productivity – or save your network...
For organizations of all types, adapting to continually higher customer expectations is becoming much more than a "smart thing to do." It's becoming a...
Before you protest, I do understand that waste-cutting process approaches can be applied for the benefit of customers. But here's the difference I'd like...
Most in the business community agree that adding and retaining customers is becoming harder by the year. And economic conditions will continue growing the...
I've read some comments recently on Linkedin saying, in effect, "Okay, we've gone through the "giving customers what they want," phase, now it's time...