All companies that boldly declare that 'the customer is king' but pay those customers nothing but lip-service can now substitute service for lip - by imitating US e-banker WingSpanBank.com. It accepts or rejects home loan applications in 60 seconds. A single sign-on connects customers with all their accounts, on a 24/7 basis (ie, open all hours). And non-tech aspects are just as important. Employees must listen to customer calls for 90 minutes a month: top executives must read a minimum of 20 customer e-mails daily. There isn't the usual all-embracing, unresponsive customer service department either. Wingspan has 'customer experience' units and 'customer advocacy teams' instead. Plus, customers advise on products and strategy as members of an 'iBoard of Directors' - which sounds like a real e-must.
A new dark age, cruel and dangerous social media and Sean Spicer feature in this month's reading list.
Pragmatism and continual innovation has enabled the Lancashire manufacturer to take its work wear global.
Boards are supposed to prevent anything that could cause harm to a company, but some still fail.
Five ways you can help your female high-fliers 'come to the front'.
INNOVATION BITES: Lush is stripping back on packaging.
To truly understand a business, think how you would swindle it.