Why Business Models Matter
by Mark Goodridge
In the organisation’s drive for efficiency and synergy, a focus on the customer journey can get lost or fragmented. Mark looks at the importance of the business model in mapping the moving parts of the organisation – how they connect with one another and how they relate to suppliers and customers. If we can put aside hierarchy and ‘classification’, we can really understand how the business works and how best to organise ourselves to get even closer to the customer.
Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey
by Mark Cross
The customer journey is no longer linear. Harnessing insights from behavioural science and models of human decision-making can reveal new ways to engage more effectively with the customer. Our guest contributor, Mark Cross, says that there’s real competitive opportunity for organisations who align both the customer experience and the organisation around human behaviour.
It's About the Customer
Video
On 9th June 2016, OE Cam hosted a business breakfast at The Shard on the theme of “Getting Even Closer to the Customer” with guest speaker Richard Lewis, Group Integration Director from Greene King plc.
The Unintended Consequences of Getting Closer
by Gary Ashton
Gary reveals the unintended consequences of getting closer to the customer. It is much more than simply refocusing the minds of your employees – it can mean a shift in power across the organisation, causing disruption around the executive table…
Thank you for your Patience: A Customer Experience Tale
by Susan Carroll
Susan shares a very personal story as a customer of three Telcos and a Bank – where inappropriate automation and clumsy digital responses brought out her dark side… Many businesses have looked to technology to create more personalised and ‘instant’ customer service, but in doing so, some have forgotten all ‘human’ elements of the interaction. Susan’s tale illustrates that in designing a great customer experience we still need to make judgements as to when a standardised response is not the right behaviour and give employees the courage to go off script.
Has your Salesforce got the X-factor?
by Martyn Sakol
With the sales team at a critical interface between the organisation and its customers, it’s important to understand their role and how it influences customer behaviour. Martyn uses a case study to outline key factors of top performing sales teams. How do you identify the Sales ‘X’ Factor? What are the behaviours, competencies and character strengths that significantly improve the hit rate?