Blog

Category: big picture

When was the last time you considered your customers’ perspective?

I often talk about how it’s important to change your perspective, both as a leader, and as an employee.  As leaders, we need to think about not just how we look at our operations, but how our clients (internal and

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What happens when people can’t see the “big picture”

The first of two recent situations where people cannot see past the short-term to their long-term advantage. As a leader, your ability to never lose sight of the “big picture” is critical!

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Customer loyalty – easy to lose, but just as easy to keep

Just a few months ago, I blogged about a specific situation I experienced where a few ill-chosen words by a bank manager were able to destroy long-term customer loyalty in a matter of minutes.  Well, I’m sad to report that

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Analyst versus leader – it’s important to know the difference

Back in December 2012, I penned this post titled You can’t read the label from inside the bottle, which highlighted the danger of getting bogged downed in the details instead of seeking a big picture view  Recently, I observed an

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Lack of client responsiveness … pushes customers to your competitors

It’s mind-boggling to me that so many companies still don’t understand the importance of making it easy for their customers to buy from them. In fact, I outlined two specific examples of customer service failure in Are you easy to

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Are you easy to work with? – a lesson in client responsiveness

Back in 2009, I blogged about how lack of client responsiveness led to a difficult experience trying to make an online purchase from the U.S. arm of the mega-company Costco.  Essentially, the company (at least back then, hopefully not now)

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