(Bite-sized information or inspiration, that I have time to write, and you have time to read) An interesting article published by Knowledge Wharton suggests that the world…… Read more “CX Bites #4: The Three S’s of Post-Covid Business”
Everything will be okay in the end. If it’s not okay, it’s not the end.”- John Lennon How are you? Thank you for visiting my website, especially…… Read more “Reboot your business with the leader’s personal guidance system: the POSITIVE Compass”
So, to my BFO or Blinding Flash of the Obvious – it’s about the fundamental essence of the Customer Experience: that elusive concept, responsible for more than its fair share of vacant expressions on C-Suite-level faces, and frustrated middle managers with the words “Visitor/Customer Experience” in their job title.
(Bite-sized information or inspiration, that I have time to write, and you have time to read) Whether you’re designing a new product, a new brand or just…… Read more “Customer Experience Bites #2: The Frightening, Creative Process”
(Bite-sized information or inspiration, that I have time to write, and you have time to read) In its latest bid to reinvigorate its sluggish performance, UK department…… Read more “Customer Experience Bites #1: Digital v. Physical”
Mission is about “you”.
Vision is about “them”.
To succeed, you need both – and you mustn’t get them mixed up!
To appreciate how vital culture is in determining the success of any business, ask yourself whether anyone who had (a) read and (b) believed “United’s Customer Commitment” could possibly have behaved the way United’s employees behaved towards one of its customers this week.
The lessons, however, are vital for every business in 2017.
This article makes stimulating reading if you have a customer-facing business (you don’t…?) – especially if you’re interested in finding ways to attract more customers, and generate more revenue (you aren’t…?).
Whatever your business, take time out to reflect on the opportunities you aren’t exploring:
Originally posted on Stephen Spencer & Associates:
What do you think of when you hear the words “Business Plan”? • A dry, weighty document, full of jargon?…
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