Culture is often overlooked, but is a critical foundation in a distinctively customer-centric organization: an organization where all employees collectively and individually prioritize customer needs in everything that they do every day. (Mc Kinsey’ Service Operations Practice) A great read from McKinsey [link here], finally clarifying that excellent customer...

How can companies start developing cultural awareness about their markets and customers? Let me share first a personal story. At the conclusion of my Ph.D. studies in Japan, I was asked to represent my cohort at the university graduation ceremony. I had spent there five years as the only...

What do Diderot and Moira Rose have in common? What about Rihanna, and the 15th President of USA James Buchanan? An interesting dressed appearance, for a start… I have given a talk to the MA students in Luxury Jewelry Management, Birmingham City University. Such a great opportunity to share...