I’ve said it before and it’s time to say it again to leaders. Customers run your business. The role of the business is to deliver what customers want, when they want it and package the delivery to specifications. Whether leaders choose to acknowledge this fact or stay in denial, the reality is that if customers …
Quick question. What happens when a business introduces a new process, but fails to implement a system for monitoring the correct application of the steps in the process? In a word….confusion. The result is a widely varying set of practices, that ultimately lose any resemblance to the original intention of improving the user’s experience. At …
This is a rhetorical question, but I’ll still give you the short answer. Yes, it does and in a big way. In the past, when corporate health was a topic of discussion, you could be certain that the conversationalists would be talking about the financial state of the business. Money, revenue and profit comprised the …
The culture of a business is essentially the character of the business. As a service evangelist, a service transformation consultant and a human resource practitioner, I’ve interacted with business cultures that have run the gamut from brown and toxic, to green and growing. I have had the unfortunate experience, as well, of interacting with cultures …
The answer to this question is pretty simple. Because they fail to understand customer-centricity in its entirety and therefore, are ill-prepared to commit to the work required to make it a way of life. Actually, if more businesses understood how many features of business operations impact service delivery, there would likely be fewer businesses chanting …
The holiday season brings out the good, the bad and the worst in service delivery. Businesses are stocked beyond capacity and shoppers are busy looking for their treasures. Whilst there is a level of inventory stockpiling for the onslaught of customers, many businesses buckle under the weight of customer interactions. They just don’t have the …
Pleasing customers is not complicated. Complication steps in when businesses don’t take the time to discover what will please customers, so their efforts become a hit and miss dance. When a business gets the pleasure formula right, however, even the angelic choirs join the customers in rejoicing. Simply put, customers want a consistently positive experience. …
We’re in the 2023 strategy planning season and leaders are fine tuning their approaches to embracing the new rhythm of business. Having come through the past two years of upheaval and disruption, I wonder though, about the depth of effort being dedicated to restructuring around new strategies for growth, amidst a continually fluid business landscape. …
Change can be both exciting and challenging for individuals. There’s excitement, coupled with the onset of fear, uncertainty, disequilibrium, and a general imbalance due to the disruptive experience. When a business decides to launch its new service delivery and customer experience transformation journey, this can send its employees into a state of exhilaration (for the …
Okay, confession time. I have resisted incorporating the phrase, “customer obsession” into my customer experience and service excellence lexicon. Until now. I’ve become convinced that if businesses hope to make a dent in correcting the dearth of effort to get the service excellence model right, they will need to become obsessed with their customers. Over …