What’s the right Customer Experience for your Brand
As customer experience has increasingly become the key differentiator across industries, there has been debate about which approach is the…
The CFO: A Key Player on the Customer Experience Team
Customer centricity is not just a topic for marketing departments, customer service or sales. When companies take customer centricity seriously,…
Simplify the Customer Journey
„Research shows that simplicity is almost always the best option for boosting both company value and customer loyalty.“ Richard L.…
On the same wavelength
The role of the customer journey for customer centricity. In the last two articles, we learned what customer data can…
Customer Experience Tools and Trends, Bain & Company (2020)
Bain’s global survey on Customer Experience Tools and Trends gives valueable insights on the status and future usage of Customer…
Putting the customer on paper
We have screened our customers, talked to them, and collected and analyzed data. We have implemented systems and tools to…
Behind the facade of the customer
n order to make a company customer-centric, however, this is precisely the most important step after the most valuable customer…
Determine the value of customers. How much are my customers worth?
A marketing strategy should always begin with the identification of the most valuable customers. In this sense, we firstly need…
A call for customer centricity, Peter Fader (2020)
Customer centricity is a way for companies to become laser focused on the needs of customers. What are the consequences…
How focusing on customers first and foremost can improve profitability, EY (2020)
Profitability improves through customer centricity A radical commitment to deeper customer centricity and employee engagement can translate into real competitive…