Customer Spectacles

Customer Experience
Reading Time: 5 minutesCustomer experience used to be a belief statement. Today, it is an operating requirement, and customers are increasingly unforgiving when the system fails. For years, organisations treated customer experience as an ambition — something they believed in, invested in, and spoke about with conviction. Today, belief is no longer the [...]

Customer Experience Is Now an Operating System – DRIVERS Framework

 in Business / Customer Experience / Leadership  tagged Customer Experience / Customer Spectacles by
Recovery Advantage - DRIVERS Framework
Reading Time: 5 minutesHow to Turn Customer Failures into Trust-Building Moments Introduction: Recovery Is Where Credibility Is Earned Most organisations worry about avoiding failure. The better question is how to behave when failure happens – The Recovery Advantage. Customers don’t judge you by the absence of problems. They judge you by the speed, [...]

The Recovery Advantage – D.R.I.V.E.R.S. Framework

 in Customer Experience / Leadership / Management  tagged Customer Services / Customer Spectacles / Service Management by
Delivery Deficit - D.R.I.V.E.R.S. Framework
Reading Time: 6 minutesYour Strategy Is Only as Good as What the Customer Experiences The Delivery Deficit is the first and most unforgiving pillar in Oak Consult’s D.R.I.V.E.R.S. Framework because it determines whether the other six pillars even have a platform to stand on. Insight cannot compensate for inconsistency. Relationships cannot survive repeated [...]

The Delivery Deficit – D.R.I.V.E.R.S. Framework

 in Business / Leadership / Management / Project Management / Teams  tagged Customer Spectacles / Delivery by
Reading Time: 6 minutesGoverning Service Where Strategy Meets Reality with Enterprise Service Management Organisations rarely collapse because strategy is flawed.They falter when service — the daily delivery of promises — cannot sustain the weight placed upon it. Enterprise service management is not operational plumbing. It is the mechanism through which trust is either [...]

The A–Z of Enterprise Service Management

 in Customer Experience / Leadership / Management  tagged Communication / Customer Spectacles by
Board - Customer Alignment
Reading Time: 3 minutesWhen an unhappy strategic customer leaves the room, what does your boardroom really sound like? Introduction: The Door Closes, the Real Conversation Begins The handshakes end, the smiles fade, and the customer leaves the room. Within seconds, the conversation changes. Targets. Timelines. Blame. A quiet sigh of relief that the [...]

The Sound of Board and Customer Alignment

 in Customer Experience / Leadership / Teams  tagged Customer Alignment / Customer Spectacles / CX / Leadership by