My favourite customer quotes


 “Get closer than ever to your customers. So close in fact that you tell them what they need well before they realise it themselves.” Steve Jobs


 “Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” Ross Perot, Founder of Electronic Data Systems and Perot Systems


 “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else.” Sam Walton, Founder of Walmart

 “The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.” John Russell, President of Harley Davidson

 “Unless you have 100% customer satisfaction, you must improve.” Horst Schultze, ex-Ritz Carlton

 “If I had asked people what they wanted, they would have said faster horses.” Henry Ford

 “Lots of people get all hung up on what is changing in the world. I focus on what isn’t going to change. No customer will ever say I wish your products were more expensive, delivered slowly and wasn’t world class.”  Jeff Bezos, CEO Amazon

Cybersecurity top of board risk list

Tony Featherstone | Excerpt from Australian Institute of Company Directors update | February 2017

Many boards and CEOs are insufficiently involved in managing cyber risk according to a new Accenture report: The Cyber-committed CEO and board. This is despite cyber risk being considered by most company boards to be a high priority.

The study polled executives across 12 industries and 15 countries. It found that 70 per cent of respondents agreed that “cyber security at our organization is a board-level concern and supported by our highest-level executives”.

The level of preparedness, however, appears to be low. The study found that only 32 per cent of the companies surveyed had competent cyber-attack scenarios and only 27 per cent had prepared for risks related to high value assets and business processes. Only 32 per cent competently monitored business-relevant threats.

The level of preparedness and co-ordination is also poor. According to the Accenture study, only 34 per cent of companies have cyber incident ‘escalation paths’ (ability to involve appropriate stakeholders) and only 32 per cent have the ability to ensure stakeholder involvement.

The solution, says the report, is a high level of engagement by both the board and the CEO.

“That means not shying away from or fearing cyber risk because it is new or they do not understand security,” the report says.

“The CEO needs to understand security, and manage it like any other business risk.”

The Accenture report says a precondition of sound strategic engagement by boards and the CEO is to measure and communicate security risk in non-technical business terms. It is important to identify threats to the most important lines of business, consider the strategic options when looking to manage risks and identify what decisions or actions are required from the board.

‘The cyber-committed CEO and boards’, Accenture, 2017.

Measuring B2B digital gap

Liz Harrison, Candace Lun Plotkin, and Jennifer Stanley – McKinsey, January 2017

B2B companies are behind B2C companies. Only 10 percent see digital as one of their top three investment priorities, about half the average for B2C companies. Fewer than 24 percent of executives understand how their industries are being disrupted by digital. And in the critical customer-facing area of mobile, only 6 percent of B2B companies have a mobile strategy, compared with 30 percent of B2C companies.

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Bringing The Customer Experience Into The Enterprise

Rick Knowles – Digitalist magazine (SAP), January 23, 2017

Digital is more than just a technology; it’s a new way of operating your business.

A recent report by outlines four areas where contexual mobile apps could be used to transform your business:

  • Business to consumer (B2C): Provide the right information, services, or offers to consumers at the right time.
  • Business to employee (B2E): Use real-time access to the right contextual information to perform efficiently and effectively at work.
  • Business to partners (B2P): Provide the right information and services to build a viable business ecosystem between companies.
  • Things to Things (T2T) or Things to People (T2P): Provide the right information …. to individuals via a connected device.

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Two Years On, Who’s Leading Digital? Probably Not Your Board

Andrew Birmingham | Which-50 | January 9, 2017

Although digital is at the top of their agenda, Boards still seem to be struggling to implement transformations and get across digital. In 2015 PWC survey revealed that 79% of Company Directors were not satisfied that their boards had the sufficient digital proficiency to anticipate the competitive technological threats and opportunities for their firms.

Other studies have confirmed this lack of digital literacy with Fortune 500 companies suggesting less than 20 per cent are really equipped to deal with this technological challenge.

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Customer Experience Driving Digital Transformation in Australia: Study

Staff writers | Study sponsored by Hitachi Data Systems – Which-50, December 5, 2016

  • 25% of Australian businesses identify ‘to become more customer focused’ as there top strategic priority
  • 46% of Australian executives see customer engagement, acquisition and retention as a major organisational goal
  • 49% of respondents expect to undergo vast digital transformation in the next two years

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