Dick Lee
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.
It Took Five Techs Four Hours to Network Two Computers: Why does Microsoft allow this to happen, and are...
My LAN connecting my XP laptop to my Windows 7 workstation was working perfectly. But I had to go mess it up by wiping...
Can Traditionally Structured Airlines Become Customer-Centric, or Do They Have to “Break the Model First?”
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...
Customer-centricity is irrevocably changing IT. What other disciplines are being reshaped?
Used to be enterprise technology was designed for finance and/or manufacturing first – and all other functions, especially those directly affecting customer experience, as...
Can Sales Turn the Corner and Meet Customer Expectations? Quite a Change Management Challenge
Will sales be able to switch from proactive to reactive? A good friend, colleague and long-time client – Joe Lethert, founder of Performark – recently...
The 10 Most Disreputable Companies in the U.S.? (and how about globally?)
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...
Aren’t We Just Kicking the Customer Can Down the Road?
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 customer-centric strategy development be a separate function within an organization or shared knowledge?
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...
Does the phrase “You can’t boil the ocean” pertain to customer-centric process?
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."...
Between Customer-Centric Business Process & Change Management, Which is the Cart & Which is the Horse?
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...
While Marketing’s Becoming More Left-Brained, Is Process Becoming More Right-Brained?
I just read an interesting article titled, "The Service Dominant Mindset," describing the demands and risks faced by marketing professionals because their industry is...
Reverse Engineering the Organization, Starting from Customer Process
What customers want from companies is becoming a common "conditioner" of organizational design and change management – but rarely a driver. That's unfortunate, because...
Breaking the Mold: What might happen if customers elected CEOs?
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...
Is the Process Industry Pigeonholing Itself Out of Existence – or are We Taking a Scope Leap Outside of...
Let's examine an historic process breakdown – Sprint's intent to "fire" unprofitable customers – that nearly put Sprint under after news of the plan...
Does becoming customer-centric mitigate resistance to change?
I realize I may be setting myself up for some backlash here, but many articles, presentations and dialogues about resistance to change go deep...
Can Customer-Centricity Cure Runaway Healthcare Costs?
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...
Business Software: Lots of upgrades, little improvement, even less service
Yeah, we're all bombarded with arresting tales of how this new application or that will either double your productivity – or save your network...
How would you change an organization from internally-focused to customer-focused?
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...
Does redesigning process to cut waste produce similar outcomes to redesigning process to improve customer experience?
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...
Which contributes more to improving customer experience: Process that changes company behavior? Or promotion that changes custo
Most in the business community agree that adding and retaining customers is becoming harder by the year. And economic conditions will continue growing the...
Is Customer-Driven Process Cyclical?or a Lasting Change?
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...