Blog > Customer Delight

Thoughts on how to become truly customer centric
 

MBA or MBI?

23/12/2009

Whilst most people have heard of the MBA Qualification, even more people - almost universally - have experienced MBI. So what is 'MBI'?  'MBI' is 'Management By Idiots!'  I meet hundreds of people each year on my programmes - and it seems that all of them are managed by idiots.  It also seems that all of them could do the Idiot's job better than the Idiot-in-Residence!! Are the employees being rude?  Yes, of course they are - it would be an amazing world if we could all exp...[More]

Customer Delight

22/12/2009

As this is the first entry under this Blog heading, I wanted to explain what I am seeking to achieve: nothing less than absolute 'Customer Delight'. I began in business more years ago than the age of some of the participants on my programmes!  The first focus of the business was 'Customer Care' training.  The foundational idea was simple: organisations with a customer service manual (or SOPs) are deluded when they think they have delivered customer satisfaction when they 'do' or follo...[More]