customer

The Employee Engagement Profit Chain

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The motherlode of wealth runs not through the executive  corridors but through the vocational landscape of frontline employees.” I know I quoted this, from “Firms … Read more

Building Your Brand

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As a business leader you invest a fair proportion of your time in your organisation’s brand – consciously and unconsciously. Your efforts are conscious when … Read more

How’s Your Customer Service?

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I bet you are doing more to monitor customer experience than ever before. That’s a pretty safe bet because technology has simply made it so … Read more

From Change Management to Change Mastery

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Change is a fact of life. It is also a major factor in it. Increasingly so. Both the amount of change and the faster pace … Read more

Driving Enhanced Customer Experience

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There has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.”  This … Read more

Busting Bureaucracy by Eliminating Hierarchy

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Rather ironically, hours after posting my blog last week (Cats, Caterpillars and Business), I received reinforcing information that substantiated all my points. And from no … Read more

Human Governance: Golden Rule or Platinum?

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Last week I wrote about The Golden and Platinum Rules in the context of Customer Experience. Today I want to discuss them in the broader … Read more

Customer Experience: Golden Rule or Platinum

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For some time now, I have been aware of the Platinum Rule. I have, however, remained sceptical and largely ignored it. After all, the Golden … Read more

The Power of Remarkable

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It could hardly have been better timed. After writing last week about achieving the remarkable, I received a newsletter from Charles Bennett, Partner and Thought … Read more

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