Rising competition and introduction of new ways of capturing large amounts of customer data has necessitated advancement in capabilities of organizations to foresee and fulfill customer needs and wants. Ever more B2C concerns are going all-out to Design Customer-centric organizations. Organizations pursuing Customer-centricity depend on some type of Market Segmentation. Market Segmentations assist in understanding […]
Tag Archives | customer experience
Potential opportunities always surround leaders. It is up to them to pounce on those or regret overlooking them when someone else takes advantage of them. Leaders’ personal beliefs and assumptions often clash reality. The trait is categorized as “confirmation bias” in Psychology, where individuals pick the data that supports their existing opinions and approaches and […]
Mergers and Acquisitions enable numerous opportunities for growth. Organizations pursue these initiatives for a number of reasons—e.g. to expand further, attract more clients, or to broaden their product / service offerings. Scores of M&A transactions materialize across the globe each year, but not all of them achieve the synergies such deals promise. As a matter […]
Most organizations aren’t ready to deliver great Customer Experiences across all channels. Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone customer experience. This has led to creation of siloed operational structures within companies, where each silo operates individually. With the advent of digital channels, these […]
Product Managers are responsible for defining the features or functions of a Product and for overseeing the development of the Product. The role of Product Managers spans many activities from developing Product Strategy to tactical plan and can vary based on the organizational structure of the organization. Typically, Product Leaders are involved with the entire […]
It’s the Age of the Customer. In this day and age, becoming a Customer-centric Organization is no longer just a differentiator–it is a necessity. Customers are now more demanding. Their expectations are higher. In fact, they expect companies to anticipate their needs. To truly become a Customer-centric Organization, we must adopt a Customer-centric Culture. Research […]
Many Strategy frameworks are based on the premise: we can’t be everything to everyone. An organization that pursues too many strategies usually ends up stuck in the middle offering average products for average prices. Thus, much of strategic thinking is focused on prioritization of resources, so we can make the greatest, timeliest impact given our […]
With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them. The traditional Customer Experience model—referred to as the “acquire what we make” model—is characterized by occasional interaction between the companies and the customers, once a customer […]
Most would agree there is tremendous potential for Digital Transformation initiatives to drive value within the organization. However, when we dig a little deeper, people may struggle in answering some basic, qualifying questions… How do our Digital Transformation initiatives drive value? (And, how much value?) Exactly where within the organization is the value coming from? […]
Businesses are getting increasingly complex and so are customers’ expectations. Digital organizations are digitizing their critical Customer Journeys at scale to outperform competition. These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement. But before embarking on digitization […]
The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies. This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences. Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices. To develop […]
Digitally savvy startups are disrupting markets and threatening conventional businesses. They are doing this by utilizing technology to offer new products and services and providing tailored yet uncomplicated experiences for their customers. Likewise, large traditionally-run firms will have to keep evolving their Customer Experience approaches to secure additional avenues of revenue and to stay competitive. […]
Popular Documents on Flevy
- Eliminate Non-Value Added Activities in Your Organization
Recession or boom, companies need to sharpen their competitive edge by applying Lean Management principles to cost reduction—that is, the elimination of no...
- The 5 Critical Elements to Creating a Project Management Center of Excellence
Creating a Project Management Centre of Excellence is the driving force that takes an organization forward to realize their project management mandate. It...
- 4 Effective Ways to Manage Resources More Efficiently
All workplaces are an integration of numerous departments working together as one to ensure the business runs smoothly. Almost every sector is reliant on o...
- The “Hard” Side of Change
When discussing Change Management, most Change professionals focus on the "soft" factors that influence the success of a change program. These include ele...
- 14 Principles of Lean Toyota Production System (TPS)
Editor's Note: Charles Intrieri is a consultant with over 25 years of experience in Operational Excellence, Supply Chain & Logistics, and Metrics-driven Ma...
- Understanding the 5 Major Growth Drivers of Facilities Management (FM)
Worldwide, the Facilities Management (FM) outsourcing market is evolving. It is not just expanding but evolving. The industry is transforming from a predom...
- Feedback is the Breakfast of Champions – Understanding the McKinsey Feedback Model
According to Ken Blanchard, the co-founder of Situational Leadership, “Feedback is the breakfast of champions.” McKinsey is a feedback-driven culture. Th...
- 6 Mindset Traits of Great Problem Solvers
Problem Solving is a fundamental life skill indispensable for survival of an individual. It is honed in every person to varying degrees. It is especially...
- Key Account Management: How to Manage Large Global Accounts?
Large accounts make up a significant portion of business for most B2B companies. Therefore, losing an important customer can have detrimental effects ...
- Do You Know All the KPIs for a Manufacturing Operations Manager?
This is an exhaustive list of Key Performance Indicators (KPIs) for a Manufacturing Operations Manager. These KPIs are aligned with Lean initiatives--sp...