Since traditional competitive advantages are becoming less distinctive in this new customer-centric world, we need to put more priority on customer centricity as the most effective advantage.
You know that feeling when all your ducks appear to be in a row, all the numbers add up, all the boxes have been checked, but you’ve still got a sneaking suspicion that something is wrong?
One of the most common questions I hear from senior leaders is how can we build a business case from customer experience improvement efforts.
We all know the old idiom: “Talk is cheap.” It is easier to say you will do something than to actually do it. This same applies to Customer Centricity also. Leaders talk about importance of Customer Centricity and Experiences, but then when it is time to put the resources to support that talk, very little…
Voice of the Customer, Customer Feedback and many kinds of customer satisfaction scores are very popular today. There are hundreds of technology companies offering various solutions to listening to the voice of the customer. However, it is very likely that you have heard the quote from Henry Ford saying “If I had asked people what they wanted, they would have said faster horses”. Who is right then? Is it possible that voice of customer can mislead our business decisions?
Before getting into details of brand promises, let’s take few seconds and think about it. Do brand promises mean anything to you?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately
Whenever one pulls out their crystal ball … These include more mobile device applications, the “Internet of Things (IoT)” via machine-to-machine sensors, and an electronic wallet (like a highway toll EZPass). But it’s time to get ready for so much more.
If you wrote the draft e-mail below, would you be bold enough to hit “Send”?
A high-performing finance business partner, or a team of partners, should deliver business value of at least 20-30 times their costs, particularly in commercial finance.