True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die.
Destroy brand trust at the speed of light. When will companies realize that everyone now has a video camera on them, and that they can broadcast live on Facebook and…
Trust was once an expensive pursuit Banks were built from luxurious materials in bold architectural forms, with sturdy marble pillars and adornments to provide the most powerful declarations of solidity,…
The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer…
Wake-Up – Take customer experience seriously! Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for money, and the…
“Mom and Pop” offered convenience The “Mom and Pop” businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers….
Customer experience is becoming an important business differentiator We’re living in the digital equivalent of the Big Bang. Consumer technologies and behaviors – from in-store price checks on smart phones to…
The customer driven organisation The focus of any organization, no matter how big or small, must be the customer. Unfortunately in today’s business climate there is a lot of lip…
Word-of-mouth recommendations are still the king of all kings Marketers have known for years that word-of-mouth marketing (WOMM) is the most credible form of advertising because promoters don’t stand to…
The advent of social media has opened a new avenue of marketing for corporations. The traditional “word-of-mouth” publicity has been replaced by the “word-of-web”, as consumers are increasingly referring to…
The buying decision journey has changed By combining Web 2.0 interactivity with social media, social networks, mobile devices, local search and review sites consumers have finally taken control of the…
Social media has played an important role both in the recent wave of mobilisations in the Arab world and in protests across Western countries, such as the Occupy movement across…
