Doug Leather
Doug Leather
Doug is a leading expert in Customer Management working globally with large blue-chip organisations. He is best described as a Customer Management Evangelist/Activist as a result of his broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. He is a Wharton Business School Alumnus.
The Case for a Chief Customer Officer (CCO)
Let's face it! Organisations that focus on building short-term and long term customer value significantly improve the sustainability of their business performance. Many organisations 'wax...
Customer Centric Organisational Blueprint
The Customer Centric Organisational Blueprint™ visually represents the logic, thinking and business system that enables the execution of a Customer Centric business strategy. It...
What Leaders of 21st Century Customer Centric Organisations do!
Roger Martin, in his Harvard Business Review article (Jan-Feb 2010) entitled ‘The Age of Customer Capitalism introduced a new principle called Customer Driven Capitalism....
Why Organisations are Failing to Build Customer Centricity
For an organisation to be deemed ‘customer centric’ it will have developed the capability to design and to deliver a unique customer experience –...
Customer Experience – still an empty promise!
If you google Customer Experience you have the option of reviewing 158M results. Scary isn’t it? It’s scary because in spite of all the talk...
Customer centricity ain’t gonna happen without the appropriate metrics, stupid!
An American academic by the name of Steven Kerr wrote a profound article in 1975 entitled ‘On the folly of Rewarding A while Hoping...
What commonality between business building customer centric capability and Ironman triathlon?
Competing in and completing an Ironman triathlon is to accomplish one of the greatest challenges of the human body and mind. The Ironman is...
Creating and Feeding the Customer Management Strategy
Businesses stand to reap massive rewards by regularly reviewing the strategies that enable them to consistently create value for their customers. This, by implication,...
Doing Business in Africa: Unique Circumstances Demand Unique Solutions
Africa is a diverse and demanding continent on which to do business—but it can hold immense rewards for those companies that get it right....
Apply System Thinking To Boost Business Performance
Business performance. We all think we know what it means, but try to define it and there will be many disagreements. This is because...