Customer Centric

5 Things You Absolutely Must Do To be Customer-Centric

  This is the second in a two-part blog series.  If you missed my perspective on 5 Things You Should Not Do in the Name of Customer Experience please check that out here.  This week we are flipping our conversation to discuss five things you absolutely must do to be customer-centric. Let’s get straight to it:…

Strategic Positioning | Is Your Customer Experience Agile Enough?

From Machines to Living Organisms I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius The genius of this collection of talented individuals was…

Customer Centricity | Infographic

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article