There are many paths to becoming a customer-centric business that makes full use of technology to create a unique customer experience at every possible touchpoint.
Some make use of corporate analytics, some use Big Data to be proactive and predictive, some go full-throttle down the social business route, all struggle to successfully scale it. They all find it hard to make it stick.
There is an easy solution.
How does it feel doing business with you? Really?
How does it feel working for your business? Really?
If you can honestly answer that and say that everyone’s happy, you’ve solved the secret to everlasting business success.
The world is changing. Not overnight and not all at once, but it is changing nevertheless. In my talks to corporate groups, CEOs, VPs and industry leaders I gleam insights of how this change is happening. What evidence exists. Why some things happen and not others and how we can best take advantage of it all to do better. In Observations I catalogue it all. Brief, to the point and open to discussion.