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.
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...
The Customer Centric Organisational Blueprint™ visually represents the logic, thinking and business system that enables the execution of a Customer Centric business strategy. It...
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....
For an organisation to be deemed ‘customer centric’ it will have developed the capability to design and to deliver a unique customer experience –...
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...
An American academic by the name of Steven Kerr wrote a profound article in 1975 entitled ‘On the folly of Rewarding A while Hoping...
Competing in and completing an Ironman triathlon is to accomplish one of the greatest challenges of the human body and mind. The Ironman is...
Businesses stand to reap massive rewards by regularly reviewing the strategies that enable them to consistently create value for their customers. This, by implication,...
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....
Business performance. We all think we know what it means, but try to define it and there will be many disagreements. This is because...