Insights and resources
The Client and Customer Experience Collection
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience
In my April 2017 Newsletter, I said that the way we draw our maps betrays our priorities: Just as empires put their capitals in the centre of the map, businesses often put the company at the centre, rather than the customer Read More
by Andrew Bass | Blog, Client and Customer Experience, Leadership, Strategy
In this issue, I talk about how the best business-to-consumer companies have raised service expectations so much that if you are in B2B you may need to raise your game, and fast. The good news is that it can be Read More
by Andrew Bass | Blog, Client and Customer Experience, Leadership
The most compelling reason for improving delegation in organizations is not to free up top management from overload, nor is it to allow employees to express their full potential (as crucial and real as these benefits both are). The most Read More
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience, Culture
In the old days, Federal Express (now FedEx) made an arresting promise: “When it absolutely, positively has to be there overnight.” Now they operate globally rather than just in the US, they can’t always make it overnight, but they still Read More
by Andrew Bass | Blog, Client and Customer Experience, Podcast Series: The Performance Podcast, Podcasts, Strategy
Experts in every sector have the tendency to push the ‘best’ solution onto clients. As a consequence, they often end up working hard to nearly-but-not-quite satisfy them. They also tend to converge on the same technical solutions, so failing to differentiate themselves. Read More
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