customer centric Archive
Its often said that history repeats itself. In fact, the ancients would say “there is nothing new under the sun” and one of my favorite quotes from President Truman is: “The only thing new in this world is the history you don’t know.” That has led me to think about some of the current economic
More than 15 years ago, my company and several others pioneered a novel approach to understanding consumers: engage with them through private, online communities. For the first time ever, brands had an ongoing dialogue with customers. Over the years, online community research has matured from novelty to necessity – an essential tool for marketing professionals.
I have never heard of anyone who has had a bad customer experience with Amazon, Apple, Costco, or Salesforce. The aforementioned companies are incredibly successful due, in large part, to a material focus on the customer experience. Not surprisingly, the stock market has handsomely rewarded these four companies over the past decade. Amazon is so customer focused
Most companies only look inward. Few leaders today would deny the importance of organizational culture — it shapes and sustains both employee productivity and business results. But although culture matters to managers trying to transform their organizations and even auditors who now work todocument culture, it is often ambiguous and hard to define. Culture is more than
by: Marc Davis Most founders have two stakeholders to please: customers and employees. While that sounds easy enough, it isn’t always simple. There are times when the best interest of a customer is at odds with that of an employee. For example, imagine an upset customer who is becoming demanding of an employee. How do you solve this? Is the customer