customer centricity

ICYMM: The Modern Customer Interaction

(ICYYM: In Case You Missed Me: linking to writing done elsewhere)

Another area where I spent a long time working in 2014 is customer interactions. I mean, I am supposed to be a customer strategist… and customer interactions are the representation of what companies and customers do together… so why not? Right?

Continue Reading

Customer-centric Change Needs a Business Case

In many companies, customer-centric change starts as a moral debate.

"Customer-centricity will be good for us", someone says. "Customers should be at the heart of everything we do" a PowerPoint or off-site speech echoes.

Continue Reading

Unlocking Organisational Magic Through Effective Leadership

Let’s imagine that you want to play the sales effectiveness game. What does it take to play this game well – effectively? At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are likely to find that it takes folks in product development, engineering, strategy/finance, marketing, and sales to work well together.

Continue Reading

How To Cause Customer Centricity by Shaping the Work Context (Part 1 of 3)

The Challenge

Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low profitability. You find that the occupancy rate and the average price point per room are too low. And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be.

Continue Reading

How Wells Fargo Learned To Innovate Around the Customer

Wells Fargo is an unusual bank. In the first place, it is headquartered in San Francisco, not in a typical financial center like New York. It is also unusually socially conscious, earning high marks for its environmental record and setting records for financing green projects.

Continue Reading

The Customer Is King – and How Research Is Failing

To develop the next generation services and products companies need to answer a very simple question: What job is the customer hiring the product for?

Continue Reading

The Customer Gap

Customers are out-moving organization, creating a gap that has become the no.1 job for CEO’s to fill.

There is a growing divide between people and organizations. This is driven by the last forty years of societal change and the customers rapid adoption of new technology (link). The consequence is a change in how people make decisions (link) and more importantly; their demand patterns. Incumbents are now having to react to an expanding chasm of opportunities where a new generation of companies are taking advantage and disrupting existing industries.

Continue Reading

CEM Toolbox: Taking Action

What's the next step? How do we put everything we've heard and learned to good use?

This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.

Continue Reading

Amazon: Earth’s Most Customer-Centric Company?

Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose official strategy was to become customer-centric.

Continue Reading

Customer Centricity

The idea of customer centricity is growing in strength, I’ve collected some sources I personally have found valuable in developing this idea.

Continue Reading
Subscribe to RSS - customer centricity