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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.

Customer-Centric Transformation: What Good Looks Like – Retention – Managing Dissatisfaction – Part 11d of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centricity! Past it’s ‘Sell By’ date?

Firstly – some context! For the last 10 years I've focussed almost exclusively on working with large businesses to assist in designing and operationalizing customer-centric...

Strategic Imperative of ‘Business of the Future’

What business today isn't constantly thinking about how to create value and develop new business? What business today isn't thinking about innovative ways to...

Customer-Centric Transformation: What Good Looks Like – Retention – Retention through Business-as-Usual – Part 11b of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Retention – Pro-Active Retention Activity – Part 11c of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Retention – Understanding Retention – Part 11a of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Measurement – Part 10 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Agility and Workflow – Part 9 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Experience Management – Part 8 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Flashes of Thought: Building & Leading Customer-Centric Enterprise

Transforming business is disruptive. The big challenge for any organisation is to keep the business going – to drive small incremental changes whilst acknowledging...

Customer-Centric Transformation: What Good Looks Like – Channels and Media – Part 7 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Brand and Proposition – Part 6 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Insight and Planning – Part 5 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – Data Management – Part 4 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

The Government of the Future – What good looks like

It's hard not to be impressed by the incredible development that has taken place in Dubai. Much of this is driven by a different...

Customer-Centric Transformation: What Good Looks Like – Technology & Systems – Part 3 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What Good Looks Like – People & Culture_Part 2 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Customer-Centric Transformation: What good looks like – Direction & Leadership – Part 1 of 14

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...

Letter to the Board: Competive Advantage & Customer Centricity (relevant to 99% of companies)

Dear Board of Directors Your Current Reality: We understand that any organisation looking to work, and to win, in the 21st Century is impacted by…

The risk of NOT building customer centric capability

For an organisation to be deemed 'customer centric' it will have developed thecapability to design and to deliver a unique customer experience –...

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