customer centricity

Want Real Success? Destroy the Company-Centric Customer Experience

Earlier this year I presented at C3 in Las Vegas. The topic of my presentation was Customer Experience for Executives. It was very well received, if I say so myself – since no one else was in the room… Kidding! I was asked to post a brief summary of the talk here.

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Disruption Is Less About Technology. It's About Customer Experience. Disruptive CX Strategy Needs To Get Emotional

Why do some companies make so much profit and command price premiums while some continually struggle to make minimum margin and gain market share despite spending good money on advertising, buying channel presence with some even having a better designed product?

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Aligning the Organization Around the Customer with Customer Rooms

Is your entire company - executives and employees alike - aligned with and around the customer? 

Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?

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An Unconventional Take on Customer-Centric Business

Some folks are generous. Some of these generous folks think of me as thought leader in the Customer space. As a result when other folks are doing research in customer-centricity, customer strategy, customer experience they are told to reach out and ask me questions. Such questioning took place recently on the subject matter of customer-centricity.

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When the Going Gets Tough...

When the going gets tough, does your company give up? Or does it get going?

You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post.

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Futurelab. Let’s roll.

Today we are finally free to announce a burning ambition. We want to become Europe’s boldest, brightest, and most successful customer-centricity consultancy.

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Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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10 Ways to Profit from Customer Centricity

No customer-centricity programme deserves to exist without a business case. This doesn’t need to be extensive or be forensics proof. But it does need be present, if only as an estimate made on the back of an envelope. After all, any company initiative that is disconnected from the fiscal realities of business is impossible to sustain.

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The 8 Behaviours of a Customer-Centric Leader

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business.

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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