Being customer-centric is the best way to supercharge your organization. When I present to audiences about thinking like a customer, they all say they want to become more customer-centric. However, few of them can really articulate WHY they want to become that way. Let's explore the benefits of transitioning your organization to becoming more customer-centric. […]

The most important question that every organization must answer is "Exactly how is the customer changing?" Adrian Slywotzky and David Morrison, in The Profit Zone: How Strategic Business Design Will Lead You to Tomorrow's Profits, challenged businesses: "To create a strategic and dynamic perspective on the customer, one must have a clear and compelling point of […]

When you go out to a show or another event, you expect a great performance. What makes you think your customers don't expect that from you every day? My wife and I enjoyed a 7-day cruise recently. Part of the entertainment consisted of performances by the Second City Comedy Group. In addition to rehearsed sketches, […]