find articles by topic
Contact Centre, Operations and Performance Management (30)
People, Organisation and Leadership (27)
Customer Feedback and Action (18)
Customer Demand Management (7)
Outsourcing, Home Working and Offshore (5)
Best Service is No Service (3)
Customer Management, CRM and Marketing (3)
Click on cartoon to visit the
Budd Cartoon Gallery
Chief Customer Officer Forum
Our mission in the CCO Forum is "How do we stop doing dumb things to our customers and people? Find out more.
Budd newsletter
For sharp comment and great customer experience stories subscribe to the Budd Newsletter or select one to read online now.
Jeff Bezos video - talking about "everything he knows"
Everything I know:
1. Obsess over customers ( not competitors )
2. Invent (don’t accept “either or” thinking – have both) (inventing on behalf of customers, but they wont tell you everything)
3. Think long term - if you want to think customers; its much rarer than you think; many initiatives may take long time to pay for company but short term for customers; if an idea is disruptive then many people will misunderstand you, but continue and don’t buckle to standard pressures; it gives you huge competitive advantage
4. It’s always day 1 – there are always new ways to obsess over customers