Monthly Archives: February 2012

In this article, the fourth in the series marking the launch of LIW’s Leading Customer Centricity service, we look at the role of competence and how leaders can enrol a much-forgotten participant in improving customer service: the customer. It is … Continue reading →

The attention-grabbing title had to have a pay-off and it is this: don’t think about your customers, think like them.  In this article, the third in the series marking the launch of LIW’s Leading Customer Centricity service, we will explore … Continue reading →

In this article, the second in the series marking the launch of LIW’s Leading Customer Centricity, we will explore how leaders can assess potential strategies from their customers’ view point and engage their employees in defining the what and the why … Continue reading →

This is the first in a series of short articles to mark the launch of LIW’s Leading Customer Centricity program.  This program is a collaboration between LIW and service expert and customer advocate Stuart Dalziel.  In this article we introduce the topic … Continue reading →

A client of ours recently spotted a quotation by Arthur Schopenhauer that contains a depressing conclusion for those of us who are trying to promote new ideas: “All truth passes through three stages. First, it is ridiculed.  Second, it is violently opposed. … Continue reading →