Tag Archives: Customer Centricity

The Gospel of Customer Centricity

The price of a product, the brand value and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence the “absolute value” of experience, a company is … Continue reading

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3 Questions for the Author of “Hooked on Customers”

Last week I had the opportunity to ask Bob Thompson, the author of the book “Hooked on Customers”, a few questions. Bob  is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. He is founder … Continue reading

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Beyond Buzzwords – 4 Keys to Effective Action

A few weeks ago I attempted to provide a clear distinction between customer experience and customer support in this blog post. Since then, the post was re-published on a number of customer experience and service websites, was shared by many … Continue reading

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Customer Engagement is a Double Edge “Sword”

Every week I get at least two invitations for webinars exploring various customer engagement technologies.  Apparently brands are really interested to engage consumers. At least technology vendors think so, and provide them with powerful tools to do just that. The … Continue reading

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Can’t Buy Me Love or Superior Customer Experience

Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for the existence of organizational silos is operational efficiency that allows companies … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , , , , | 6 Comments