Index
Note: italics indicate a Figure, Image or Table in the text.
advertising 60
Agnefjäl, Peter 176
Air Canada 61
Alibaba 109
‘Voice of the Customer’ programme 187, 191, 194–97, 199
Amazon 172–73
Prime Air 113
Arup, Ove 176
banking sector 4
‘Digital Eagles’ programme 26–27
Battisby, Alison 66–69
Beer, Professor Michael 163
‘Berber moment’ 171–72
Best Buy 43
Bezos, Jeff 171
bitcoin 11
Blockbuster 172
Bossidy, Larry 236
BP 70
Brady, Amanda 247, 251, 256–58, 261, 264–65, 267
‘Branded Customer Experience Training’ 236
authenticity 265
characteristics 132
DNA 256
marketing 59–60
Meaningful Brands Index 10
purpose and 29–32, 111–12, 203–09
questions to ask 203
vision 215
BrandZ survey 81
Branson, Sir Richard 3, 8, 39, 47, 107, 225
Braterman, Russell 253
Buffet, Warren 8
Burberry 43, 59, 100, 111, 122
business failure 172
Carphone Warehouse 47
Carroll, Dave 64
Carter, Michael 150–51
Chadha, Rattan 50–54, 122, 123–26
Chadwick Lawrence 64
change formula 163–64
Charan, Ram 236
Chase, Richard 97
citizenM 50–54, 122, 123–29, 132–33, 140–42
employee experience 165–69
measuring guest satisfaction 162–63
coaching 49
Collins, Simon 118
communication
engagement with 65–69
problems 63–64
see also marketing, social media
Constantine, Mark 86, 87–88, 110
Constantine, Mo 85
Convergys 63–64
Costa Coffee 41
Cregan, Jimmy 66–67
crowd ourcing 62
‘cult-like culture’ 132, 134–37
see also holocracy
culture 157
as competitive advantage 163
customer advocacy 4
customer experience (CX) 4, 12–14, 213–14
end-to-end 125
five simple rules 99
‘fix it or feature it’ 84–85
‘flat lining’ 94–104
‘immersive’ 13
innovation and 87–88, 110, 221–23, 240–42
insight 216–17, 229–30, 249–50
lip-service leadership 211
measure 162–63, 220–21, 237–39
‘omni-channel’ approach 14
over-indexing 96–97, 98, 121, 222
satisfaction 214
seven deadly sins 211–15
‘Seven Step Guide’ 211, 214, 215–23
technology and 111–12, 164, 214
training 213
‘WOW’ moments 110
see also Liberty Global Business Services case study, Premier Inn case study
customer focus 44–47
customer relationship management (CRM) 13–14
‘cycle of capability’ 162
Dasu, Sriram 97
Davis, James 72
de Kloet, Frans-Willem 225–26, 231, 240, 244
de Jong, Lennert 126–29
Delport, Dominique 25
Dempsey, Patrick 107–08, 245, 246–48, 259, 265–66, 268–69
culture and 132
innovation and 112–21
digital technology 10–12
consumers and 12
‘omni-channel’ approach 14
Donaldson, Craig 173
Drucker, Peter 7
Duarte, Fernando 41
Duracell 40
Easyjet 85
employee experience 132, 138–59, 256–57
differentiated customer service training 142–45
engagement 262–64
motivation 145–46
satisfaction 238
see also citizenM, London 2012 Olympic and Paralympic Games, Timpson
Facebook 109
Fairtrade 9
Fast Company 176
Fells, Mark 249, 250, 256, 266
Fishburne, Tom 221
Fisk, Peter 109
Foley, Christa 135–37
Forrest, John 246–47, 251, 254, 255, 256, 261–62, 263, 267, 268, 269
Gates, Bill 8
Gates, Melinda 8
Geek Squad 21, 31–32, 43, 62, 69, 137
General Motors 59
Gianforte, Greg 84
Gilmore, James 12
Go Pro 68–69
Greenwood, Adam 59
see also Nissan
Guiness 84
Gulliver, Stuart 3
Hamilton Fisher, Gouy 153–56
Hammerstein, Matt 20, 23–24, 26
Meaningful Brands Index 10
Hayward, Tony 70
Hegarty, Sir John 112
Henry, Lenny 253
Heskett, James 163
Hill II, Vernon W 88–94
Hointer 118–21
holocracy 135–37
see also purpose
Hsieh, Tony 135
Hurricane Sandy 40
IKEA 84–85, 95, 122, 164, 174, 175–77
implementation 210–23
measurement 239
see also ‘Seven Step Guide’
infectious communication see communication
Innocent 12, 42–43, 69, 83, 122
‘Big Knit’ 109–10
innovation 106–29, 171–200, 221–23, 240–42, 264–66
customers and 110
differentiation and 112–21
technology 111–12
Ives, Johnny 31
Jenkins, Sir Anthony 27
Jimmy’s Iced Coffee 66–67
Jones, Simon 249, 250–51, 254–55, 262, 266, 267
Kahneman, Daniel 96–97
Kellogg’s 25
key performance indicators (KPIs) 24
KPMG 116–18
Laffley, AG 44–45
leadership 38–57
behaviour 41–42
conviction 39–40
creative competencies 48
executive coaching 49
reactive tendencies 49
role of CEO 44–45
Leahy, Sir Terry 6
Lee, Sampson 95
‘Ambassadors Network’ 115–16
Levie, Michael 132–33, 140–42, 161–62
Liberty Global Business Services case study 225–46
align 234–37
brand principles 228
define 230–32
design 232–33
engage 226–29
insight 229–30
innovate 240–42
measure 237–40
monetization strategy 243
purpose 228
scorecard 231
‘Stand Up’ workshop agenda 227
Lloyds Bank 173
Loerts, Soraya 226–37, 240–41, 244
London 2012 Olympic and Paralympic Games 146–49, 161
games makers 147–48
‘loose/tight’ 235–36
Mackle, Felim 96
marketing 59–60
Marks & Spencer 64
Markson, Mitch 41
Maslow, Abraham 8–9
McDonald, Robert 45
McClaren Motors 116–18
McClennan, Steve 178
measurement 160–69, 220–21, 237–39, 262–64
‘double-loop’ learning 163
implementation 239
indicators 221
key performance indicators (KPIs) 24
‘Share of Wallet’ 24
see also net promoter score (NPS)
Microsoft 109
Millson, Tonia 192–94
Moir, Linda 81
intrinsic rewards 145
self-actualization 8–9
mutuality 34–36
Nando’s 41–42
Napier, Lanham 163
National Customer Satisfaction Index (US) 4
Nestlé 9
net promoter score (NPS) 32, 162, 237, 238, 242, 243, 263
News of the World 28–29
Ni Dhulchaointigh, Jane 70–73
Nicholls, Lee 151–53
battery technology 179
branding 181
innovation and 177–87
Nismo 182–87
not-for-profit organizations 21
Oakley, Tony 194–97
O’Leary, Kevin 19
On Purpose toolkit 214–15
company profile 207
comparison brands profile 208
on purpose brands profile 208
profiles compared 209
research findings 203–09
‘Seven Step Guide’ 215–23
The Masters Programme 270
Ordóñez, Lucas 177
Oreo 63
‘Organizational Alignment Model’ 140
see also On Purpose toolkit
O’Rourke, PJ 19
O2 14, 32, 77, 111, 139–40, 165
see also giffgaff
over-indexing 96–97, 98, 121, 222
Oxfam 21
Pan Am 172
Patagonia 139
Patsavellas, John 198–200
Pickering, Ann 139–40
Pine, Joseph 12
Porter, Michael 5
align 256–62
‘Bigger, Bolder, Better’ campaign 245–46, 248, 251, 252, 256–57, 258, 259, 261–62, 265
‘Brilliant Beginnings’ recruitment process 261
case study 245–69
define 250–54
design 254–56
digital experience 266
employee engagement 263–64
employee proposition 256–57
engage 246–49
‘Good Night Guarantee’ 253, 262, 264
innovate 264–66
insight 249–50
meaure 262–64
Primark 9
Proctor & Gamble (P & G) 25, 40, 44, 47, 59, 174
Punchdrunk 13
brands and 29–32
business growth and 42–43
customers and 5–6
drivers 22
employees and 7
higher 20
importance 8–14
insight 25–29
right kind 23–25
social 21
wrong kind 19–23
purposeful leadership see leadership
Rackpace Hosting 163
Ranzen, Esther 155
Rawlings, Sue 81–82
Ray Ban 110
Reed, Richard 43
Renault 177
RightNow Technologies 84
Ritz-Carlton 25, 94–95, 133, 140
Roberts, Steven 26–27
Schouraboura, Dr Nadia 118–21
Sefton, Tim 32–33
service profit chain 162–64, 238
‘Seven Step Guide’ 211, 214, 215–23
shared value 5
Shark Tank 19
Shivdasani, Eva 110
Sinek, Simon 247
Singapore Airlines 82
Sloan, Alfred 59
social media 59–60, 64, 65, 66–67, 91, 222, 25
recruitment 141
Sony Playstation 177
Sordo, Francisco 165–67
Southwest Airlines 7, 44, 48, 82
Stephens, Robert 21–23, 29–30, 31–32, 38, 43, 46–47, 57, 62, 69, 137, 142–43, 177
Sugru 70–73
Taylor, Frederick 59
Telenet for Business 235
Temkin Group 7
ten Hove, Michael 167–69
Tesco 6
Teixiera, Thales S 60
Telefonica UK 96
The Economist 29
The Leadership Circle® 48
Thompson, Gav 33–36
Tide 40
Timpson 149–59
T-Mobile 46–47
TNS 12
Toyama, Claudio 48–49
Treacey, Michael 232
Uber 11
Umpqua Bank 4, 7, 47, 111–12, 113–14
United Airlines 64
values 6
consumer 8–10
Vaswani, Ashok 3
Virgin 59–60
Wallop, Harry 72
Welch, Jack 232
Whitbread PLC 245
WIN card 263
Wiechers, Eric 232–33, 236–37, 241–42, 244
Wiersema, Fred 232
Wilcox, Paul 180–82
Woods, Tiger 62
World Wildlife Trust (WWF) 9
YouTube 64
Zara 22