Smarter customer experiences

Surely customer experience is about building trust longer term, a more fulfilling value exchange, not just a series of sales transactions enabled by smart digital technologies.                       As digital and social become pervasive we will not need to talk about them as separate strategies, channels […]

When organisations forget about customers

Think customer –┬áthe obvious Most people in the ‘front line’ of organisations think customer, perhaps the immediacy of face to face or direct contact makes for a better, personal connection.┬áThere’s nothing more immediate, relevant or real than talking to customers, ‘feeling’ what they say, ‘getting it’, so why do organisations tend to forget this? Why […]

What is customer value?

We know what it means Intuitively most of know what customer value means to us, but as businesses and organisations how often do we step back and think what does customer value mean to our customers? Perhaps more importantly how often do we think about how to deliver it consistently well and at scale?   […]