Customer Orientation as Competitiveness Indicator: ‘Degree of customer orientation’ is one of the 114 indicators comprehensively studied by World Economic Forum (WEF) to arrive at a competitiveness index for each of the participating countries and to update the Global Competitiveness Report (GCR) year after year.…
4 Ways, a Service Engineer* Can Boost Customer Value (Preamble)
Moments of Truth Jan Carlzon, who became the CEO of the problem-ridden Scandinavian Airlines Systems (SAS)1 in 1981 and turned it around in two years’ time, described various encounters with customers as ‘Moments Of Truth’. He underscores, that a moment…
If CEOs Really Wish to Deliver Positive CX, Two Things They Must Do Straightaway.
Tom Hoffman has cited the latest (May 2016), Walker Information/Chief Executive study[i] on ‘Customer Experience’ in his blog ‘What CEOs Really Think about Customer Experience’. It is an interesting coincidence that the findings of this study have a striking sameness…
What is ‘Schizophrenia’ doing in the Title of a Customer Management Book?
Last week I addressed a two-day in-house Customer Service Workshop for an ATE Group company in Bengaluru (India). The first day of the workshop was largely built around my book Organisational Schizophrenia, the copy of which was made available by…
Shun “The Dumbest Idea”! Or, End Up With Dumb Customer Service.
Picked up from a statement made by Jack Welch in 2009[1], the “The Dumbest Idea” phrase has been cited so very often in media debates that it has now become synonymous with the term ‘share holder value maximisation.’ The full…