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 ...

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 ...

*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 ...

Customer journey orchestration promises improvements to the customer experience by offering brands the ability to tailor the steps, reactions and automations that occur as a consumer makes their way ...

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 ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

In the words of Wal-Mart founder Sam Walton: “There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” In ...

If you were to ask a CEO how customer-centric their strategy is, they’ll likely tell you that it is a work in progress. Rarely will CEOs tell you that their strategy works seamlessly or that it is in ...

Fintech and customer-centricity go hand in hand. The Fintech movement originated from the observation that traditional incumbent banks insufficiently served their customers and focused too much on ...

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 ...

A loyal shopper notices the price of their usual olive oil has risen three times in as many months. This feels arbitrary and unpredictable, eroding trust. They wonder: Will it be higher next week?