Tag: customer-centricity

Holistic

The business and power reality behind customer experience transformation

Being utterly customer-centric and putting customer (experience) first is a ‘must’ (and always should have been) and a mantra for all organizations. It’s even a core reason why organizations digitally transform. At least, so...
Charlene Li

Disruption and transformation: what you NEED to know

The title of this blog post is a promise. The blog delivers upon that promise. This is the only thing you need to know (as in must know) about disruption and transformation. Then the...
Customer-centric content marketing

Content marketing: a customer-centric manifesto

Content marketing is not an island. It is part of a bigger picture, aiming to create business value by creating customer value. It takes a customer-centric and integrated approach to succeed in content marketing....

Four guaranteed ways to estrange your customers

“Reconnect your brand.” That’s the slogan one of my former customers, who is active in the marketing automation space, started using recently as part of a rebranding strategy. However, it’s more than a slogan....

The First Two P’s of Broken Marketing

Despite the variety of topics, tactics and speakers, our 2012 Fusion Marketing Experience conference clearly revolved around one theme: marketing is broken. We are disconnected from our customers and other departments. The word that...
Kristin Zhivago at one of our events

Putting customer first in practice: a humble example

Sometimes ‘small’ examples and experiences can help you illustrate a more important point. As I am writing this, I’m sitting in a hotel room, wrestling with deadlines and taking care of some last-minute preparations...

Email marketing: the customer-centric culture failure

Econsultancy's Email Marketing Industry Census 2012 report shows email is still seen as a channel with a good return, with 70% of company respondents (thus, no agencies) saying ROI of email marketing is 'excellent'...
Engaging and collaborating with customers rank high in the reasons why new platforms are adopted - McKinsey December 2011 - source

Expectations for IT hit an all-time high: business and customer first

“The aspirations – and current expectations – for IT have never been higher.” That’s how McKinsey starts an article on its sixth annual business technology survey, released in December 2011. Creating platforms to support innovation...

Wake up: your customer does not want to be your friend

A (potential) customer wants you to respect him and what he is looking for in every step of his buying journey. He doesn't want to be your friend, although you should treat him like...

Customer excellence: your highway to word of mouth

As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on...