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7 ways a CEO demonstrates he/she is serious about being customer centric
One of the reasons companies struggle in their quest for enhanced levels of customer focus is employees don’t buy the fact that their leadership is serious about making the change. They are looking...
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7 ways a lack of customer centric culture destroys business growth
Don't let a lack of customer focus cost your organization Being a business that is focused on real value for customers is often talked about by CEOs but in our experience only sincerely acted upon by a...
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3 ways to secure senior management buy-in and use it to establish a...
Image from John Kotter's Great Book on the Subject of Buy-in One of the greatest challenges for customer experience executives is gaining buy-in for investments in improving the customer experience....
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6 questions on customer focus every leader must answer
There has always been a lot of talk from business leaders about being customer driven, customer focused, customer centered in their business activities but what does that really mean? Here are some...
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What every company must have to be truly customer focused
Many people ask me about the key ingredients to being a customer focused business and ultimately there is one answer, customer focused leadership. If the senior leaders don’t really get it, it creates...
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Why global competition means every company must be more customer focused
Global competition is coming to the telecommunications industry in a major way. Yes Skype and others have been around for a long time but direct competition between the telco powerhouses has been slow...
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2 secrets of Salesforce.com’s success at attracting customers
Jamie Greney, a long standing employee says “In my ten years at salesforce.com, I think one of the most important elements to our success has been the corporate culture. We’ve had a consistent vision...
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