Following on from our last post on customer centricity, we thought we would share our thoughts on another critical focus needed for success – Employee Centricity. Organisational leadership can say all the right things regarding customercentricity. Human resources can...
As customer expectations continue to evolve it is proving increasingly difficult for any enterprises to remain customer focused. Several recent research papers have shown that customers are increasingly prepared to pay more for a product or purchase additional...
It is important to understand that customer journey maps are not a one size fits all approach to customer experience – different customer segments or customer personas will follow a different customer journey. For this reason customer journey maps should outline...
Change Management; when I mention this is what I do I am often met with people’s interested or intrigued looks which are regularly followed up with the question “what is that exactly?” I offer the simplified explanation that Change Management is the process of guiding...
