It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

From Fortune 500 companies to startups, companies that prioritize customer centricity stand out in the market. They understand that customers are more than just revenue sources—they are the foundation ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Consumer choice in the digital landscape is substantial, to say the least. Being able to stand out and retain customers while scaling your brand is a challenging task. That’s why reappraising your ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in today’s marketplace. In fact, a widely cited study conducted by ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

Customer centricity is vital to business survival in today’s marketing landscape but what does the term really mean and can a brand ever truly lay claim to it? Melanie May investigates Giving ...

New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...