Insights

Are you leveraging your complaints? A checklist.

July 12, 2022

This list ensures that you value the complaint management process as an inherent part of your organisation’s capability to listen, share, and react to customer information. If you are not listening to your customers when they complain, you are disregarding a valuable source of information and opportunity for improvement.

process

culture

organisation

Organizational Information Management Processes. An overview

July 12, 2022

An organisation’s ability to be customer-centered is rooted in its ability to manage information. Customer centric companies are able to manage 4 information processes well: (1) gather information about its customers, (2) translate that information into usable insights, (3) share those insights throughout the organisation, and lastly (4) react to those insights.

organisation

process

Is your organization one of the 3 archetypes of unbalanced customer-centricity?

July 12, 2022

An organization can only become fully customer-centered when they are able to (1) capture, (2) spread, and (3) act on customer information. However, we frequently see organizations perform 1 or 2 activities well, and fall short on the rest. This creates 3 distinct archetypes of unbalanced organizations from a customer-centricity perspective.

leadership

culture

process

resources

organisation

Increasing the adoption of new solutions.

August 18, 2022

What is the relationship between perceived value and behavior change, and how can this be leveraged to increase the adoption of new solutions?

culture

How customer-centered leaders set the tone

July 29, 2022

The behavior of leaders is crucial to achieve a customer-centered culture. The actions that leaders take tend to be more important than the words they say. This article provides examples of international leaders and how they keep the customer top-of-mind.

leadership

culture