Insights
Intelligence, analysis, and advice to drive customer-led growth.
We explore how businesses grow when they put the customer at the center of every decision.
Our insights cut through noise, challenge assumptions, and offer clear, practical perspectives on Customer Experience, Customer Success, and revenue-driven growth. We write for people who value depth, clarity, and a long-term view.
What You’ll Find Here
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How companies design the promises they make — and the gaps that appear when reality falls short.
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How companies build the systems that retain and expand customers — and the barriers that block consistent value.
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How leaders align teams and decisions around customer truth to unlock predictable, durable growth.
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Systems, signals, and processes that turn customer insight into repeatable performance and scale.
Featured Posts
Promises made. Promises kept.
How to develop, promote and deliver promises?
Power Fight: Who to boss at the C-level table
Picture the C-suite as a high-stakes poker table. Every seat is expensive, every player influential, and every move, whether it’s a bet on AI or an all-in on customer experience, has the power to change the game for the entire organisation.
Promises made. Promises kept.
Look at your business marketing activities having in mind the key characteristics of services because the GOODS are only objects that provide a service.
The new guy is to stay
In markets where products blur and switching is cheap, advantage shifts from what you sell to whether and how reliably customers achieve outcomes. Customers renew, expand, and advocate only when they succeed with what you sell. That needs executive ownership — the Customer Success Officer.
