• The 60 Second Leader
  • Seven Secrets of Inspired Leaders
  • The Little Book of Leadership
  • Leadership Hub for Corporates
  • Learning to Live with Huntington's Disease

Customer focus

“It’s not the age of the Internet. It’s the age of the Customer.”
– Richard Branson (quoting Patricia Seybold)

Becoming more customer-centred is one of the major challenges facing organizations today.

I can help your people get closer to your customers through inspirational learning programmes developed to match your needs and then delivered by email and/or intranet. The programmes centre on short, sharp, practical learning points that can be applied immediately and at all levels.

I can also create and deliver an in-house presentation as part of a customer focus training or motivation or sales kick-off day, based on your corporate brief. Or I can develop material or speeches for your CEO or other leaders to present in-house.

My experience in this area

  • Three years as editor of Customer Service Management Journal (now called Customer Management Journal)
  • One year as founding editor of the US sister title Customer Service Management Journal
  • Co-founder and five years as Editorial Director of www.eCustomerServiceWorld.com
  • Created and delivered a series of 60-second ‘customer inspiration points’ for a major UK high street bank. These were delivered to the branches monthly via desktop intranet and used each morning to inspire the team huddle.
  • I have also presented at and chaired the Leadership Stream of the North American Conference on Customer Management – the largest customer-focussed conference in North America

If you want to talk about how I might help your organization become more customer focussed, through regular customer focus e-newsletters or inspirational and practical quick-learning programmes, as described above, contact me.