A few thoughts from us

Customer experience in business banking - room for Improvement?

Banks spend millions on customer experience, be it through integration, training, alignment, strategy etc. Does it work??? Here's a recent example of opening an account in Australia..

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Outstanding Leadership

The Natural Act of Listening

The power of powerless communication and really just actively listening cannot be underestimated as a habit to continuously fine-tune. In this article we explore how are why its important to actively listen, and at what stage it works best focusing around your Customers "problems to be solved"​ space.

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Customer Experience

4 statements you NEVER want to hear your customers say ...

This is actual feedback and perspective we’ve collated from REAL LIFE CUSTOMERS when dealing with companies that are so paralysed by their own complexities that they can’t look out and see the perspective of the CUSTOMER

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Customer Experience

What does Customer Experience have to do with Fried Chicken?

Sometimes it’s about ensuring every team member, regardless of role is a good person, someone who see’s beyond the current problems of the day, their frustrations or lack of results but instead looks at it from the point of view from the person they’re talking to.

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Outstanding Leadership

Is it about the Journey or the Destination for your Customers?

When we think about the journey that we want our customers to take, these standout experiences rarely just happen by accident. They must be thoughtfully woven in to the design of your customers experience - at every touchpoint a customer might have with your business.

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Customer Experience

Do you wait for customer feedback?

B2B organizations can make a change, whether it’s weaving it into their Customer Experience (CX) programs or simply part of their sales organisation, there’s no reason why they don’t send a brief survey in real-time to understand how the sales organization ....

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Customer Experience

Confessions of a Customer Experience Director

Customer Experience is the single most important influencer on the health and future well-being of any company – regardless of great products, market needs or amazing opportunity, if you have poor experience from the very first touch point, then CX fails and people quickly move on to your competitors…

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Outstanding Leadership

Are you brave enough for a Customer Advisory Board?

Establishment of a Customer Advisory Board is a great investment but hugely beneficial to you and your customers – it allows you to take your thinking from the ‘internal’ and share it with trusted advisors.

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about us

We Help Leaders and Management Teams understand their Customers and drive Customer Centricity by:
Listening, Learning & Taking Action.

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