Beverley Stag

What Competitive Advantage Does Being Outcome Focused Bring?

When To Be Outcome Focused Those that know us, see that Custerian tend to focus on Aligning Purpose to Outcomes. Specifically, here I want to talk about the pros & cons of focusing on outcomes, because it’s something I have always driven, and I imagine...

Why Customers (Don’t) Choose You!

I recently supported the Awards International CX Awards as a judge for the second time. It’s great to see the ongoing focus on customer experience of the entrants and seeing some of their reactions to Covid impacts. Some of them however stood out more....

Inside out makes me think of sock pairing!

Well, it still does – but maybe next time you’re turning socks and pairing them, you’ll think of this! The question then: Is your thinking inside out (predominantly using your internal colleague views to drive priorities?) In a fast-changing business environment we need to think...

Successfully engage customers and realise 50% higher productivity

I’m hearing lots about customer expectations & how they’re changing. According to a recent report by medium.com, companies that successfully engage their B2B customers realise 63% lower customer attrition. They also achieve a 55% higher share of wallet, and 50% higher productivity! So how do...

Customer Experience or Customer Engagement – what’s the difference and how do you truly...

Customer experience is traditionally focussed on flexing what you do to meet customer expectations. Achieving a great customer experience and maintaining it, needs ongoing focus and visibility of: - Strong employee engagement with customer vision & strategy embedded into the DNA of the company -…

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