No Culture, No Customer

    How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)?

    I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to get people to understand that culture is important. The genesis of the quote is much more interesting to me though.  Read More From The Chief Customer

    Do You Have Lost Luggage? Metrics that Matter.

    Almost every firm that I walk into has a balanced scorecard where they are measuring hundreds of micro metrics. Many of them also have a macro metric that sits above all that they do – think NPS, Customer Satisfaction. The problem with both of these scenarios is that most of the time, neither of them actually afford the organization a view into what really is happening with their customer base. Read More From The Chief Customer

    Login to your Account