Customer loyalty

In 2006 Jeanne Bliss published "Chief Customer Officer: Getting Past Lip Service to Passionate Action". Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different "finding...
Customer journey infographic by Satmetrix
Your customer is on a journey. Is that journey aligned with what you offer across each and every step until the destination is reached and how do you make sure the customer doesn't pick another path? There are no guarantees but there are certainly many ways to improve how you...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...