How reverse positioning can provide a useful change of perspective
Reverse positioning can help businesses understand how they are pigeonholed by customers – and reveal opportunities to improve their standing versus the competition. ...
customer-centricity
Put the heart back into public services through digital and more
Digitalization, starting with smarter chatbots, can help redefine public services and the relationship between the people and the state, says Seán Meehan....
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How to make life better for customers and create a more successful organization
25 May 2023 in customer-centricity • 7 min read
In the quest for efficiency many organizations have forgotten the human side of customer service, says John Sills, author of The Human Experience. If in doubt, be human...
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Customer loyalty is a myth, just ask my taxi driver
9 January 2023 • by John Sills in customer-centricity • 6 min read
In his new book The Human Experience, John Sills explains why the “usefulness” of a retailer or service provider is far more important than any misplaced notions of fidelity....
How incumbents can win in the disruption battle
1 April 2022 • by Thomas W. Malnight, Ivy Buche in customer-centricity • 10 min read
Established firms can bridge the advantages of market power, long-standing customer relations and industry insights to triumph over rivals....
Does your leadership style encourage customer-centricity?
14 February 2022 • by Katharina Lange in customer-centricity • 3 min read
You can find three specific leadership qualities in truly customer-centric companies. Do you have them?...
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