I can think of six reasons why many publicly quoted companies continue to make slow, painful, progress towards customer centricity: They are publicly listed enterprises and they are expected to be shareholder centric not customer centric; They make a significant part of their revenues … [Read more...]
The Good and the Bad of Customer Satisfaction Survey
You are passionate about your business – and extremely proud of your products and services. You also genuinely care about your customers. At the end of the day, this is why you run a business, to solve their problems and needs. To make sure, they all are happy customers. How do … [Read more...]
Apple: a practical human inquiry into service, customer experience and customer-centricity
Is Apple customer-centric? I notice that I and You often talk about and collapse customer service, customer experience, customer loyalty and customer-centricity. Should we? How are these related? What is the distinguishing feature of customer centricity? Apple – is … [Read more...]
Customer Experience Design: it’s not about the process it’s about the human being
The problem with Customer Experience is the Designers Is the engineering / six sigma way of thinking and approaching the business world the right one for designing and orchestrating customer experiences? Walk into many business, take a look at who is involved in Customer Experience efforts and … [Read more...]
CASE HISTORY: IBM Software Premier Club. Generating $310 million in incremental revenue through preference management.
CASE STUDY OVERVIEW The IBM Software Premier Club is a relationship direct marketing initiative targeted toward senior software decision makers and influencers in IBM’s largest accounts worldwide. The program regularly communicates with 21,000 members in 49 countries and in 13 languages. Members … [Read more...]
