True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die.
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,…
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…
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…
The currency of social communications is being threatened by the rise of dodgy reviews The Beatles once sang, “All you need is love” and thanks to the rise of social…
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 The traditional “word-of-mouth” publicity has been replaced by the “word-of-web”, as consumers are increasingly referring to…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…
The disappearing lifespan of companies In 2011 Peggy Noonan wrote an article on Forbes about the fate of Fortune 500 companies and their disappearing lifespan: Fifty years ago, “milking the…
Consumer loyalty, is a thing of the past If business leaders thinks that the global crisis is over and that the future financial performance should be okay, a word of…