Recently I attended a Comotion breakfast where their framework for building a culture of innovation was discussed. It led me to thinking about culture change. It is one of those phrases which could easily pop up in Lucy Kellaway’s column on business jargon in the FT. Whether it’s the famous, although apparently incorrectly appropriated, Drucker […]
We live in the age of the customer.
The Internet has given power to the individual by offering transparency, accessibility and a voice that can be heard.
To succeed in this new world, your business needs to truly put the customer at the heart of everything you do. This requires an obsession with your customer, an excellence in how you run your operations and a rigor in managing your finances that together will deliver sustainable growth.
How can we help you on this journey? By arguing with you. By pushing you into uncomfortable places. By making you work in challenging ways. By forcing you to ask difficult questions whilst providing brutally honest answers.
Why? Because we are partners, not suppliers. As partners, we also inspire you, bring magic and fun to your journey and leave you with a new way of working that truly puts the customer at the heart of everything you do.
We build customer-led businesses.
As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]
It is with a slight sense of trepidation that I start a blog by suggesting that the world’s most venerable strategy house may be thinking too operationally. However, having just read “The CEO Guide to customer experience”, the aim is to make that very argument. I will start with a pure supposition that, during the […]