The New Qualities for Customer Service Excellence
The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be customer centric, they must not just talk the talk, but walk the talk too. The pandemic gave many...
Packaging: Are You Using This Free Channel For Communicating With Your Customers?
Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? Or both...
Are You Giving What Customers Want Today?
As a dedicated customer centricity champion, just like you, I spend a lot of my time researching what customers want, just like you do too, I hope. In this period of great global unrest, understanding our customers has become more important than ever before. Just a...
How to Easily Use Customer Co-creation for Profitable Growth
One of my clients, who is following the 50 weekly actions for customer-centric excellence as described in my book Winning Customer Centricity, recently asked me for some ideas on how to better manage their customer co-creation. Working more closely with customers is...