customer centricity

Lean and the Customer Experience Journey

Is your company a lean company? Should it be?

The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand.

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How to win in the age of the customer in a digital world

Winning your customers and providing extraordinary customer experience has been always a difficult task. In the digital world it has become even harder, because you need to find the right strategy and in the same time to transform and adapt your business model to the new requirements and fast changing environment. 

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Avaya Announces Strategic Partnership with Futurelab

Leading European customer experience consultancy teams up with Avaya to offer businesses enhanced and measurable customer service strategies
 
Guildford, UK; March 30, 2016: Avaya, a global leader in business communications software, systems and services, has today announced a new strategic relationship with leading customer-centricity specialist, Futurelab, to drive better business outcomes from customer service implementations through closer alignment between strategic business requirements and the technology which supports them.
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What Does The Doublespeak of Customer Love Disguise?

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

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How Do Insurance Companies Treat Loyal Customers?

Who Benefits From Customer Loyalty?

Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty? made the following statement:

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Why Richard Branson is wrong about customer-centricity

After almost half a century of stirring up the status quo and bringing good cheer to customers in notoriously cheerless markets (trains, banking, cable TV), Virgin revealed recently that they have in fact NEVER put their customers first. 
 
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Desired Outcomes Matter

What happens when we really understand our customers' desired outcomes or the jobs they are trying to do?

Something pretty incredible happens!

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If You Just Started Talking About Being Customer Centric...

This post started when I saw a tweet about this article on Econsultancy on being customer centric and how important it is for companies today. I thought that article was well done, so my issue is not with their content or the position it takes. 

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10 Tips – Customer Centricity as a Strategic Management Tool

Guest Post by Anja Thielsen Valentino, Loyalty Group

"We are customer-focused", "we have a clear insight into our customers and carry out Customer Surveys" are comments often put forward by company managers. But what does it really mean to be Customer Centric? - And how can it be used as a strategic management tool to scale your company?

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The Key to Successful Customer Centricity

Guest Post by Paul Aas, Loyalty Group

Research and real life cases show there's a correlation between how engaged the staff are and how satisfied, committed and loyal customers are:

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