Tags » Customer Centric

Customer-Centric Leadership - One of my Picks for HBS Learnings!

At the end of this week I will be heading to Boston for my HBS Reunion!  I am so excited about seeing my friends and their families. 133 more words

Social Marketing

Three things every business person should be thinking about for 2015

I always feel like September is the start of the new year. Even if you are in one of the many organizations with a fiscal year end at December 31, it is in the fall of the year that you are planning, finalizing budgets, and making decisions as to what initiatives you will pursue next year. 695 more words

Assumptions anonymous and the web

“Hi, I’m Toon and I make assumptions.” Web managers ought to out themselves as addicts to assumptions every time they assume that customers do this or that customers don’t like that without having it tested or measured. 165 more words

Top Tasks

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. 1,024 more words

Case Studies

Online content that marries the customer task to the business goal

What’s the value of a homepage in an era where Google is the customer’s homepage? From their search engine, customers arrive on the page where (they hope) they can find what they were looking for, where they can do what they came for. 304 more words

Top Tasks

Support Channels: the secret behind the front desk

The first support channel mentioned in the Hitchhiker’s Guide to Customer Service is the “front desk support”, but does such a thing really exist?

Support is often seen as an inherited right after purchasing a product or a service, at least for some time. 817 more words

Customer Service

Omni-channel's migration dilemma

The shift in retail to a more omni-channel world is dramatic and profound. And since the term “omni-channel” gets thrown around a lot–often vaguely or carelessly–let me be clear about what I mean: more and more customers are becoming engaged in utilizing multiple channels–stores, mobile, online, social networks and the like–to explore, research and transact. 595 more words

Customer-centric