Clik here to view.
The latest 6 secrets of good service
I have often wondered about the folly of companies pursuing the new stuff (Relationship Marketing, CRM, Customer Experience, Social Media….) whilst neglecting to provide good service. Why? Because I...
View ArticleClik here to view.
Great performers focus relentlessly on perfecting the basics
In pursuit of the sizzle too many companies especially those that are marketing communications driven forget the steak – the product/service the customer will actually experience. Over 10 years ago I...
View ArticleClik here to view.
The problem with Customer Experience is the designers
The problem with Customer Experience is that the vast majority of people who are working in this area lack understanding and expertise in human centred design. As these people are often operate from...
View ArticleClik here to view.
Dear customer this is what we mean by “relationship”
If you take the time to read the articles that gave rise to the “Relationship Marketing”, “CRM” and “Customer Experience” movements there are a number of principles that lie at the core: Work...
View ArticleClik here to view.
What flavour of customer centricity are you practicising?
I have been thinking that the term ‘customer centricity’ is totally meaningless. Like strategy there is no shared agreement nor definition nor theoretical foundation for ‘strategy’. So the coin of...
View Article
