Change Associates’ recent research into the drivers behind creating the optimal customer experience led to a number of discussions around data, as you might expect Data surrounds us, it’s everywhere, and there’s so much of it. Businesses that collect data can use it to predict future development; the most successful will use the messages from the data to set direction, communicate with teams...Go
Through interviews with organisations with a strong track record in optimising the customer experience and conversations with subject matter experts, we drew out ten ways in which organisations could address the challenges they currently face.Go
The first in our series of blogs about optimising the customer experience. Our research identifies five challenges facing any organisation wishing to become more customer-centric. It includes 10 recommendations for overcoming these challenges, based on interviews with industry leaders such as John Lewis, Avis and Pick n Pay, case studies and our own in-house expertise.Go
We all, no doubt, have preferred models and frameworks that stand the personal test and time as new management fads come and go. And for me, the SERVQUAL model of service quality is one I return to again and again. For all its limitations, I've yet to come across a better encapsulation of how to analyse customer expectations.Go
All too often, getting to a 'deal' with a vendor is the primary function of the Procurement team. Even then, in too many organisations, the Procurement team is often involved at a late stage in the buying cycle. Progressive organisations know how to enable Procurement to add a lot more value.
The omni-channel world provides a clash of old world and new world: different value chains co-existing; legacy ERP systems working alongside new digital technologies. If it can be made to work the consumer wins.but can the retailer win? What are the questions and challenges leaders and their teams need to face?Go
Some people feel they have to be good at every leadership dimension to justify taking on a leadership role. This has two critical consequences: leaders are making decisions so far out of their areas of competence they are damaging their business; secondly - potential leaders who recognise they have areas of weakness feel they have no place at the top table, which is a tragic waste of talent. We ex...Go
Today's organisations need a new model of leadership which no longer reveres heroes, says Val Sedounik. The truth is that an organisation is never a one-man show. So what's the alternative?