Clik here to view.
The three pillars of customer-centricity
There are countless articles and viewpoints on what constitutes customer-centricity. I find most of the published viewpoints simplistic, confusing, contradictory, lopsided or simply self-serving....
View ArticleClik here to view.
Bad customer experience: power to the people?
This is a guest post from Karl Indigne - a marketing professional that specialises in services marketing. We have a choice, we can do something to effect change Thanks to social media, you and I, can...
View ArticleClik here to view.
Customer Experience: are you sitting at the right table?
The politics of experience: burn this quote into your heart/mind “We cannot be deceived. Men can and do destroy the humanity of other men, and the condition of this possibility is that we are...
View ArticleClik here to view.
Customer loyalty and advocacy: what can we learn from Jonathan Ive and Zappos?
Customer focus: no progress in ten years? In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment: “No progress in ten years… I am...
View ArticleClik here to view.
What Is The Access to Transformation And Authentic Customer-Centricity?
What Is Transformation? For the purposes of this conversation, when I speak ‘transformation’ I am pointing at a radical shift in one’s way of being – as in one’s way of showing up and travelling in...
View ArticleClik here to view.
Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?
Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most...
View Article