Valuable insight from the European Customer Experience World event


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I read this from Steve West on LinkedIn and feel compelled to share it with you because it provides great insight in few words:

“The European Customer Experience World event held this week in London highlighted a very important fact. Companies whose foundations are built around the customer experience from inception are able to be flexible, fast and focused on implementing process change that is customer centric. Zappos being a prime example. Namely because it feels natural for everyone on the organisation to move with the customer. However, companies whose foundations have been built on commercial objectives that are not aligned with customer centricity find it very difficult to change the legacy of their ingrained attitude and culture. At the event we heard lots of examples from well known brands where it has taken up to 10 years just to get the Board to recognise the value of CEM – and that’s even before customer focused changes can start to take place!”

I want to share another way of saying the same thing but with deep insight into the human condition is:

“One creates from nothing. If you try to create from something you are just changing something. So in order to create something you have to be able to create nothing. To make sure a person does not find out who he is, convince him that he can’t really make anything disappear. All that is left then is to resist, resist, solve, fix, help or change things. That’s trying to make something out of something.”

I will let you figure out who said that. If you really want to know the name of the author – who incidentally teaches leadership and transformation – then email me.

Republished with author's permission from original post.

Maz Iqbal
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.


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