Innovation  |  Competition  |  Brand Power  |  Promoter Customers  |  Agile Business  |  Momentum  |  Aligned Team  |  Leadership  |  Customer Centricity
    Issue | Oct 25, 2016

    Businesses struggle with creating a powerful growth path everyday. Strangely most leave the best weapon they have, deep customer knowledge -- sitting untouched. The smartest move you can make is to fix the growth challenge immediately.

    Issue | Sep 30, 2016

    When you talk about assets, people tend to run to the cash and physical asset sides of the balance sheet. But increasingly, its the intangible assets in the your business model that mean the most competitive advantage.

    Issue | Jul 10, 2015

    Budgets are tight and CFO's are demanding more ROI from existing investments. So how are you supposed to keep expanding your impact on customer relationships. Tapping into the hidden capabilities of your existing technology infrastructure is one way. 

    Issue | Jun 29, 2015

    It's not hard to tell the leaders from the pretenders when it comes to customer feedback.  The key trick is looking for those companies that are pushing hard to create greater impact and influence from customer insights. 

    Issue | Jun 19, 2015

    Not long ago a company's data was just one of many tools in management's arsenal.  Now Big Data is changing how businesses are run.

    Issue | Jun 12, 2015

    Elevating CX isn’t a single effort.  It takes a multi dimensional approach that improves, tweaks or transforms many key aspects of customer facing operations. Four of them are our focus.

    Issue | Jun 5, 2015

    The path to customer centricity is full of hurdles, but the worst ones are those that companies create via their own mistakes. Here's how to avoid some of the big ones.

    Issue | May 21, 2015

    We chose Customer Excellence as the name for our magazine for a reason -- it's what is demanded by the current competitive market. Here are a few areas to focus on. 

    Issue | May 6, 2015

    New platforms, another new generation (Gen Z), global business and the demand for personalization -- 4 factors that are forcing companies to rethink their customer interactions.

    Issue | Apr 27, 2015

    Not long ago, the challenge was putting in place customer focused programs. Boy has that changed. Now the challenge isn't the program (thanks to technology), it's about focus on specific goals.

    Issue | Apr 19, 2015

    A little change in return policy here, a little of gamification there. Toss in a bit of learning from the failures of big players and you're on a better path to business advantage.

    Issue | Apr 12, 2015

    Whether it's gathering 'big data' on clients, surveying customers for input on key decisions or being more customer focused in your technology and staffing decisions, customer centricity is your best friend in tough business situations.

    Issue | Apr 3, 2015

    Building a customer centric company is a year round thing, but April is Customer Loyalty Month and it's a great time to focus on getting the fundamentals of your customer loyalty strategy right. 

    Issue | Mar 27, 2015

    It's easy to think of it as just marketing thing, but customer centricity is a 'golden arrow' that can create impact in every key metric of your business (each in very different ways).

    Issue | Mar 15, 2015

    Every part of your business needs to consider mobile when planning new programs. Whether its innovation, fine-tuning or somewhere in between, that smartphone in the hand of most of your customers is the key to competitive advantage (or disadvantage).

    Issue | Mar 6, 2015

    Is your company one that is truly embracing the power of customer centricity? Or is it just being treated as one program among many? An important questions because future growth will be the product of a deeper customer connection.

    Issue | Feb 27, 2015

    Your customers experience what your company offers at a fairly micro level but really creating competitive advantage via customer experience is a macro leadership challenge.

    Issue | Feb 20, 2015

    Customer experience can be a huge competitive advantage but getting to that position demands some smart (and tough) decisions about what's important ... and what's not.

    Issue | Feb 13, 2015

    It's easy to get caught us in making little fixes to your customer experience, but biggest transformations are the product of a more strategy driven approach. 

    Issue | Feb 1, 2015

    After you've taken the big swipes at your customer experience, should you just stop? Not if you want to achieve more than 50% of the potential business impact. It's the little things that add up to big competitive advantage. 

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