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The new customer centricity

Every business claims it's customer centric. At least that's the discourse, reality being very different. Between those thinking they know their clients while their client think they don't and those that collect data without using it, the scope is wide. Being customer centric means knowing and understanding the client Being customer centric means a lot different things, depending on the person taking the line. It ranges from "delight the client" to " plague them until they buy". Too often the word is led astray and obsession with the customer becomes obsession...

The new customer centricity

Every business claims it's customer centric. At least that's the discourse, reality being very different. Between those thinking they know their clients while their...

Let’s talk about B2B customer experience

automatisation, B2B, caterpillar, connaissance client, data, données, expérience, expérience client, extranet, marketing, optimisation, process, self-service, valeur

Instore experience excellence requires online maturity

I am sure that the online vs store debate will soon be over. The online business won't kill store but complete and enrich it....

Businesses know their employees. Really ?

Let's start from the beginning. Digital transformation is a matter of customer experience and this latter requires, among others, a deep customer understanding. We...

With every business becoming a marketing businesse, what happens to the product ?

Today, due to increasing customer expectations and what technology makes possible, business must reinvent their marketing. This is essential for two reasons • Attractiveness :...

Businesses need a chief experience officer

Adobe, adobe summit, chief experience officer, collaboration, connaissance client, contenu, data, données, expérience client, journey designer, journey manager, marketing, marketing digital

Knowing is not not understanding the customer

I've already written about how customer understanding matters. That's key to a personalized experience and marketing and a major lever for customer retention. As the...

The gap between brands and consumers is getting wider

Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build...

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