I found this a really interesting blog written by Neil Collins in FT Alphaville. It’s worth a read. Check it out!
Personally, I have always been a passionate believer in market-oriented businesses, both large and small. Indeed, market-driven cost management systems become the subject of my doctorate.
Time and time again, I have seen big businesses, with global brands destroy their value with a poor customer experience. Too many businesses are driven by processes and junior people not allowed to deviate from their scripts – ultimately this destroys value, in my view.
We are now seeing George Osborne and Francis Maude subordinate the customer experience in the UK Public Sector, in the name of austerity but where will it end?
What do you think?