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Customer Satisfaction

The Benefits of Being Customer-Centric

By on March 4, 2009

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

By on February 25, 2009

The most important question that every organization must answer is "Exactly how is the customer changing?" Adrian Slywotzky and David Morrison, in┬áThe 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 […]

Great Performances

By on February 18, 2009

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, […]