As a newlywed, several people have asked if I plan to change my
name - since getting married is one of the most common reasons why
someone changes their name. Other reasons for a name change
We have been discussing the ways to make sure that our companies
take action and make customer-focused improvements. One of the
essential elements is to engage senior leaders. Change will happen
We’re faced with this situation times two at the moment – two key
people are moving on in one of our most strategic
customers. As a business consulting firm, we see this a lot
across the companies we...
My small group recently watched an interview with Catherine Rohr
that was done as part of Willow Creek Community Church’s 2008
Leadership Summit. This annual event is conducted via
satellite so that...
I was recently sent this article on employee
satisfaction. The point of the article is employee
satisfaction ultimately rests with the employees, as long as the
organization provides an open, ethical...
I believe one of the most common mistakes we make in forecasting
our accounts is the failure to use all the information that we
should to fully understand our relationship with our customers and
Understanding how customers’ perceptions and behaviors have evolved
over time is part of developing a complete picture of customer
insights. In its most simplistic form, this can translate to
One way to envision the ideal customer-focused company of the
future is to reflect on a time when things were much simpler.
Travel back with me, at least 100 years,—before mass marketing,
I read a great article recently about the impact of decisions made
by customer facing associates. It emphasizes the importance
of execution and impact on the business if these associates do not
I have often written about how important it is for customer
advocates to “enjoy the journey” of helping their companies become
more customer focused. That is because the work is never really