Research shows customer centric businesses are more resilient in tough economic times. Let’s understand the three phases of becoming a customer centric resilient business. The global pandemic that started early in 2020 seems to have triggered a series of impacts that is changing the world. Dividing opinions from health policy, to an individuals rights, to how […]
READ MORENo Profit Bludgers Please
‘Profit bludging’ is where leaders (typically) will seek to extract value for their organisation at the expense of others. Using economic power to force others within the supply chain to acquiesce to their demands. ‘Profit bludgers’ do not add value to the system, they decrease value. This is how Dr Lindy Edwards defines the term […]
READ MOREThe Customer Centric Business Model
We know today that we need to have customers at the heart of all we do. Customers are central to our purpose. Revenue comes from the decisions made by customers. Growth comes from the amount of advocacy provided by our customers. And yet most organisations still utilise business models that are based on product-centric or […]
READ MOREPeter Drucker and the Customer
Peter Drucker was one of the greatest management and leadership scholars ever. He studied business, managers, leaders and how this intersected with society. As a consultant and an academic he wrote 39 books and probably founded modern management. His perspective on ‘the customer’ provides us with key insights today that allow us to build sustainable […]
READ MOREProfit by Design Book Launch
Profit by Design: How to build a customer portfolio full of profitable promoters was launched in Brisbane City on Tuesday 4th February 5:30pm at Fishburners. An awesome crowd turned out for the Profit by Design book launch, along with a few snacks and refreshments, the book was ‘officially’ launched. Profit by Design […]
READ MOREProfit is not a dirty word
We need to talk about profit. Profit is a good thing for business, for non-profits, for government. We need a business design for profit. Without profit no one has a job. Without profit we are in deficit, with no positive cash flow, where everything then just gets worse. Profit is a good thing, it drives […]
READ MOREProfit by Design – the Key Principles.
Profit by design takes a unique perspective on how organisations can deliberately shape the value of their customer portfolio by focusing on the customers that add the most value. Typically, this value is measured by customer lifetime value and customer advocacy. Depending upon the context of the organisation there can be other factors. […]
READ MORENet Promoter Score, NPS is more than just the number.
Seems too many leaders and managers are using the NPS number (Net Promoter Score) as a target. As soon as you add a target to a measure, you will get unintended behavioural consequences that game the measure. That is not the goal or purpose of any measure. Especially true perhaps of NPS. Let’s examine how […]
READ MOREThe right sales techniques for today
Sales techniques that used to work decades ago no longer relevant. Today, our customers are resistant to these old sales techniques. We must treat our customers with respect and articulate value clearly. I was recently asked this question by a business owner and entrepreneur: “Is there not a balance with some products and services still, […]
READ MOREProduct Centric vs Customer Centric
Product centric approaches and customer centric approaches to business design and strategy are diametrically opposed. They are two opposites. Product centric vs Customer Centric. A dichotomy that provides a contrast between the business models of the industrial age, and those required for this age. The opposing business models It is a dichotomy because so […]
READ MORE