When we wrote Customer at the Heart, my co-author Peter Whitelaw and I interviewed several senior executives in large international B2B companies. Some were CEOs. Others were Sales Directors. Many were CX Directors or Chief Customer Officers. To be honest, the really fun part of writing the book was the interview process. Assembling all those […]
GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF CUSTOMER AT THE HEART Wash, Rinse, Repeat If you conduct a customer survey only once, you capture a single ‘snapshot’ in time. That snapshot will usually give you valuable information including customer concerns that deserve remedial actions. BUT you: 1. Will never know […]
Cobbler’s Children There’s an old saying that “the cobbler’s children are the worst shod”. In the past that definitely applied to Deep-Insight. We advise clients like Atos, BT and Serco to build customer centricity through: – Annual strategic assessment of all clients – Clear plan for choosing the right contacts and getting them to commit […]
Some time ago, we posted a blog called Help! What do I do with my Stalkers and Opponents? It was about the actions that account teams need to take with clients where there are very poor relationships. This blog is about the accounts with the best, strongest and deepest relationships. We call these clients Ambassadors. […]
Interested in a Free Book for your Summer Holistays? Of course you are! For those of us in the northern hemisphere, the days are getting longer and temperatures are becoming respectable again. Conversations are drifting towards the topic of summer holidays. Sitting on the beach; chilling out; reading a book. But which one? Or which […]