Author: Doug Morse

Supercharge your Business

0

Being passionate about customer centricity and customer experience makes me either the best customer you ever had or the worst critic, as you might expect. With over 30 years of experience in customer experience and services there is not much that my partners and I have not seen in both B2C and B2B. When I […]

Coach, Connect and Co-create value

0

In the last few years the term “consultant” has seemingly become a negatively viewed job description. When one describes their job as a consultant it is generally viewed in one of two ways. Many people are now working in the so called ‘Gig Economy’ and call themselves a ‘consultant’ rather than an independent contractor. These […]

The Power of Customers

0

Do you recognize the power of customers? Companies too often forget that their customers pay their bills and that any financial success they have or may achieve is from the simple fact that customers choose to buy from a firm or not. If you want to be a leader in your marketplace you need to […]

What makes the soft side so hard?

0

What makes the soft side so hard? Why should you care? Businesses and government organizations are facing rapidly changing environments and are faced with an ever increasing pace of change as a result of technology, environmental and economic shifts. Each year millions of dollars, Yen, Euro, Yuan etc. are invested in critical transformations and infrastructure […]

“When Pigs fly….”

0

“When Pigs fly…” is the usual response when you try and get giant corporations to take on new business innovation. However, it now seems like winglets are developing on the swine. GM recently announced a new business venture call Maven. http://media.gm.com/media/us/en/gm/news.detail.html/content/Pages/news/us/en/2016/Jan/0121-maven.html “GM President Dan Ammann said while more customers than ever are buying vehicles, there […]

Rent ‘n’ Exec

0

If your plumbing backs up or leaks you call a plumber. When your electrical outlets stop working you call an electrician because those experts deal with these issues every day and have acquired specific expertise that likely you do not have. So why, when your business strategy is faltering, do you try and fix it […]

0

Way too much B.S. in business today. As I listen to the business news and even to my own clients talk about their business often all I can think about is calling it B.S. While what you are thinking right now might be appropriate in many cases what I mean by B.S. is BAD STRATEGY. […]

Cost of Service Recovery

2

We spend a lot of dollars (or equivalents) in business trying to make a customer happy in order to retain their business AFTER a service failure, it makes sense to focus on reducing the failure rate as a top priority. If the overall experience of a customer is poor as a result of a service error then studies have show where we may have to spend at least 10x or more to recover from a problem than the investment would have been to prevent it from happening in the first place

Are Customers Trying to Tell You Something?

0

Your business exists because your customers allow you to exist. Customers are a large asset for any company. Are you effectively managing the customer assets? Has the global economy damaged your customer relationships and do you see some of these warning indicators?

Are you lying to your customers?

0

Likely the biggest sin committed by companies is the violation of trust and therefore the relationship. Directly lying or deceiving a customer is unforgiveable and sometimes literally criminal. What about the perception that you are lying or covering up even when that was not the intention? In looking at customer experience cases this happens more often than you would think.