Is It Challenging to Build and Sustain a Customer-Centric Culture?
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023.Customer-centricity provides a competitive advantage for the business, both from an employee and a customer...
Does Your Brand Downplay the Voice of the Customer?
For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives...
If You Want to WOW Someone, Do Something Unexpected
Today I’m pleased to share a guest post by Frank Sonnenberg. It’s an excerpt from his latest book, Leadership by Example: Be a role model who inspires greatness in others.If you want to...
Are You Customer-Centric, Customer-Focused, or Customer-Obsessed?
Today’s article includes an excerpt from my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks) along with some...
Prioritize These Five Things to Drive Exceptional Customer Experiences
I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023.In a world where products and services are becoming more and more commoditized, customer experience is...
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