Tag Archives: Customer Centricity

CRM, Omnichannel and the Quest for Customer Intimacy

Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small manufacturers and shop keepers could not do it any other way to attract and retain the … Continue reading

Posted in Customer Experience CX | Tagged , , | 9 Comments

Customer Experience is the “New” Marketing

Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy jingle, but they are not very likely continue to be the customers after they encounter indifference … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , | 6 Comments

Do not confuse Customer Experience with Customer Service

There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like Don Peppers, occasionally slip into this ambiguous trap. Here are some basic definitions found on the … Continue reading

Posted in Customer Experience CX, Customer Support, Product Management, Product Marketing | Tagged , , | 17 Comments

Top 5 Reasons why Customer-Centric Efforts Fail

  Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives” limited to customer-facing units of the organization. The use of … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Product Marketing | Tagged , , | 11 Comments

B2B Customer Experience Management – a story from the trenches

You may have noticed that most publically available research into Customer Experience is   focused on consumer products and companies. There are a few good reasons why this happens:   We all are consumers, and it is easier to write and … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics | Tagged , , , | 2 Comments