Prioritizing customer relationships helps businesses become disruption-proof

One of the greatest barriers to digital transformation success is that many companies place too great a focus on the ‘what’ at the expense of the ‘why and how’ – purpose and people. My colleague Henry King and I refer to this as “Relationship Transformation” or RTx. Without focusing on purpose and people, digital transformation efforts are likely to meander or even fail. This is especially true during these times of COVID-19 disruption.

Recently, I had the opportunity to spend time with Katie McNamara, Chief Strategy and Customer Officer with Super Retail Group, and hear about how her organization, with 670+ stores across Australia and New Zealand, was faring through the pandemic – a crisis for bricks and mortar non-essential retail. It’s a story of resilience against an array of disruptors beyond the pandemic.
“People use the word ‘unprecedented’ a lot,” McNamara told me. “But for us it was unprecedented

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