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Customer-Centric Strategy

Why Service Design Should be Fundamental to your Strategy

A recent Gartner survey on the role of marketing in customer experience found that, by 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.

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How Mid-Market Companies Can Get Back Customer Loyalty

Cultivating and maintaining customer loyalty is a must for mid-market companies. In particular, mid-marketers, according to CustomerThink.com—are unintentionally giving away customer loyalty without realizing it by making a few common mistakes that can easily be rectified.

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Balancing Consumer Desires with Business Logic

It’s a known fact that to succeed in business, you must be able to carefully walk the tightrope between your consumer desires and what makes sense from a business perspective. But taking on this challenge is no easy feat.

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The Benefits of Converting Your Offerings From Products to Platforms

Your company’s product—no matter how unique or superior to a competing product, no matter how affordable or cost-agnostic—isn’t enough anymore. Winning the war for customer acquisition and retention is no longer a product game, it’s a relationship game. The battleground is omni-channel consumer engagement. This requires a holistic view, which can only be achieved by having a complete customer platform.

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4 Reasons Why CEOs Need to Pay More Attention to Customer Service

Most CEOs are concerned with increasing margins, improving quality, ensuring customer satisfaction, and decreasing talent turnover. They are shaping a company, and CEOs dwell mainly in the big picture; but here are 4 great reasons to pay more attention to your frontline employees.

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