Customer-centricity is not option and it's the word leaders and managers are repeating all day long, endlessly. In the digital era a business can't be anything else than customer centric. Funnily, it often makes me wonder that businesses were before going customer-centric.
In fact the exhortation made to employees to focus on the customer, to be obsessed with him is nothing new. We only reached a paroxysm because of a gap between words and reality and between leaders and laggards that's never been so wide. Hence the need to repeat...
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...
Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build...
McKinsey recently issued a series of articles on enterprise digitization? As usual many regret that they say nothing we already know but the McKinsey...
Limiting digital transformation to the implementation of an enterprise social network, a disrupting initiative in the field of customer relationship or the use of...
If we had to make a distinction within social business approaches, it would surely be between internal and external facing ones. External facing ones...