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What customer-centric looks like in the insurance business – Lessons from Aflac
Insurance is a “grudge” purchase. No-one likes to pay for something they may never need or use. It’s a bit like going to the dentist for a tooth extraction. Then when you have an insurance claim,...
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Breaking down company silos with internal social media tools
In a recent project with a large Energy company, I was working with the senior management and staff to help develop and embed a customer-centric culture. It is their belief and mine (based on...
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Customer Centric Lessons from the Rock Band Van Halen
CREDIT: PHOTOSTATION IMAGES/LARRY MARANO Van Halen was particularly big in the US during the 1970s and 1980s. David Lee Roth was their lead singer and also somewhat of an technical operations expert....
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Customer Centric Leadership Practices – Lessons from “the HP way”
Source: GIZMODO In recent weeks I have met several ex-HP employees who told me about the great times they had at HP when the culture embedded by Bill Hewlett and Dave Packard prevailed – a culture of...
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Being customer centric means being people centric
Source: http://thesismusen2012.wordpress.com/ I was talking with a friend last week about the challenges of developing a customer-centric culture in large organizations. He used the word...
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Extreme customer service on top of Mt Kilimanjaro
Source: crewtreks.com It is amazing where you will find people with a “customer first” mindset and an innate sense of understanding customer needs and how to fill them. Mt Kilimanjaro in Tanzania,...
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Driving high value – low cost customer experiences
A friend of mine travelled last week from Bangalore to Dubai on IndiGo Airlines. She said it was low cost, with seats that would lean back giving a feeling of more space, along with great customer...
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How customer centric companies make service recovery a priority
In the below video, Chris Zane of Zane’s cycles, probably the most customer centric bike store on the planet, tells the story of how they got things wrong. Not only did they gets things wrong but on...
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How stupid companies hold their customers hostage
It never ceases to amaze me how some companies continue to make it hard for customers to leave. As though making it difficult for customers to leave will make them want to stay. Why do you think...
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Customer Immersion – What questions should you ask your customers?
Staying connected with how your customers view your company, products and services is crucial to maintaining high levels of customer retention and growth. A great way for companies make sure their...
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Does Intel have the right culture for the future?
In a question asking him to summarize the Intel culture, outgoing CEO (in May 2013), Paul Otellini said: “Egalitarian. Merit based. That came from Noyce. Anyone can speak in a meeting, but you must...
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The Customer Insight Lab of the Future
Telstra, Australia’s largest telecommunications company, like other large organizations has a powerful research, analytics and insights hub. Liz Moore, who heads that group in Telstra says “You need...
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3 Traits a Company Culture must have to create great customer experiences
The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the ramifications. Have you...
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3 reasons why customer centricity’s time has come
The world of business has rapidly transformed over the past 15 years. From a world where businesses controlled supply, controlled the message and could dictate terms to customers to one where...
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Is Telstra Australia’s Amazon? – Its Customer Centric Strategy is Paying...
While some may argue you cannot compare a telecommunications company with an online shopping mega star like Amazon, I beg to differ. There is one core element both companies now share – their absolute...
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Is your business model under threat and your survival at stake?
In any large successful business today parts of the business are performing well while other parts are ailing. Multinationals like Ford Motor Company and Starbucks are performing well in some...
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Why real-time customer feedback is the future for customer centric companies
Companies have been measuring customer satisfaction levels for many years and yet many of these same companies have not seen significant improvements or changes. One of the reasons is customer...
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Why aren’t Public Service Organizations Customer-Centric?
The Department of Motor Vehicles (Photo credit: UCSF) Why aren’t many public service organizations like health, tax, education, transport and treasury or utilities such as power and water authorities...
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Why Collaboration is Key to a Customer-Centric Culture
In our work with large corporations around the world we find that many of them are challenged by a siloed internal environment that works against a collaborative customer focused culture. Yet we know...
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What does Customer Centric Leadership look like?
Source: Evan Carmichael https://www.youtube.com/channel/UCKmkpoEqg1sOMGEiIysP8Tw There is plenty of research and anecdotal evidence that tells us if customers believe “we care” about what we sell them,...
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