Category: #CustomerFocus

Customer Service Orientation struggles with failure-demand

As failure-demand increases to untenable levels, Customer Service Orientation suffers — struggling business’s first casualty. Outdated ‘leaders’ (the job title undeserved) intensify success-crushing behaviour; they revoke all niceties, blame everyone and reward ‘ungrateful’ customers with reduced quality. At the same time tightening their control over 

Needs, Wants and Delighters

Organisations competing with each other in a race to the bottom care little about what matters most: customer value. And it is an alarming trend. Professor Noriaki Kano’s eponymous model states customers have three requirements: Needs, Wants and Delighters. (Alongside customer indifference.) Needs cover the