Summer is definitely here in the Northern Hemisphere! If you have some spare time one evening, please read our inspiring blog posts from June.
Why Collaboration is Key to a Customer-Centric Culture
"A study of the Hawthorn football team in 2014 found that they won their football games irrespective of who was in the team. Injuries and team member replacements did not change Hawthorn's ability to win. Even when the head coach was side-lined through illness and the assistant coach took over for a period, Hawthorn continued to win."
Customer Centricity Requires Resilient Leadership
"An example of resilient leadership was evident in the Virgin Trains saga in the UK. Tony Collins, CEO of Virgin Trains, had created a customer service culture over several years, successfully changing the 'command and control' culture it had inherited from British Rail."
A 'Value' Mindset is at the Heart of Customer Centricity
"Andrew Kakabadse, Professor of Governance and Leadership at Henley Business School, UK says "The insights from my research have a deceptive but refreshing air of simplicity: success is about delivering value and this is best and most reliably achieved through engaging with people, markets and data and then gathering evidence on that reality and making decisions accordingly."