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 […]
Tag Archives | customer experience
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. […]
Advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global consumer. Recent economic and political events highlight the need for companies to understand how consumers view the world and the most important attributes for their purchasing decisions. Responding effectively to rapidly changing consumer needs […]
In these challenging times, it’s no longer enough to target a few, select purchasers and develop products for that clientele. The key ingredient that most leaders overlook while serving their clients is a thoughtful and planned Customer Strategy. A robust Customer Strategy entails speaking the language of the customers, knowing how to anticipate their needs, […]
The Digital Era has brought on critical challenges for companies to meet new consumer demands for marketing. Digital Marketing is undergoing transformation at an astounding rate. There is a radical shift towards “on-demand” marketing, where marketing is becoming consistent, pertinent, and receptive to customers’ demands, delivering heightened experiences literally anywhere with ease of access along […]
Editor’s Note: Shane Goldberg is the founder of CustCore Consulting, a boutique consulting firm focused on helping businesses unlock hidden growth through improving end-to-end Customer and Employee Experience. His firm also sells Customer Strategy consulting frameworks on Flevy. You can view their materials here. * * * * Back in 2014, Gartner predicted that by 2016, […]
Organizations across all industries are undertaking “digital transformation” projects. But, what exactly is it? And, are they doing it right? At it’s core, Digital Transformation is driven by the tangible shift in the role of the technology within an organization. No longer as purely a support function that enables business processes, technology is now capable […]
Popular Documents on Flevy
- The 5 Building Blocks to Developing a Learning Organization
Organizations need to persistently improve the way they do business to staying ahead of the curve. New ideas trigger organizational improvement and build ...
- Growth Hacking Tools for B2B Marketers
Few years ago, when I first time heard about growth hacking, I thought it’s just a buzzword; a startup jargon used only in San Francisco by guys with $3,00...
- Selling on Flevy: Presentation Design
Are you selling a PowerPoint presentation on Flevy? Great! That is our best selling format and can generate a lot of recurring sales--but only if you des...
- 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...
- Modern Productivity Tips for Working with Small Teams
The smaller the team, the more chances there are for teamwork and collaboration. Yet, many small businesses with lean teams are crumbling down due to poor ...
- 7 Things Managed Service Providers Should Keep an Eye On
Much like the businesses they serve, the managed services industry is a rapidly-changing series of gears that just keep churning — and changing. As new inn...
- Challenge Day 18: Top Ten of Soft Skills
Editor’s note: This is part of 30-day challenge series written by Hanane Anouna. You can follow along and read the full series here. * * * * "Have you...
- 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...
- What Qualifies as a Core Competency?
The concept of Core Competencies was first introduced by C. K. Prahalad and Gary Hamel in 1990, in their article The Core Competence of the Corporation. S...
- Selling on Flevy: Basics of Selling Your First Document
Interested in becoming an author on Flevy.com? In a 3-step process, we will cover the basics of how to get started selling your first document on Flevy:...