As customer expectations grow, retail organizations must rethink what strategies and tools they use to optimize the overall customer experience. Customer experience (CX) can make or break a retail ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in today’s marketplace. In fact, a widely cited study conducted by ...

Imagine this: a retail chain invests in a major transformation to improve its customer experience, with colorful posters on display, snazzy new uniforms for employees, and an ad campaign promising ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

With few organizations being cited for great customer experiences today, companies need to increase their focus on customer-centricity, firmly embedding it into their corporate cultures and operating ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Customer centricity is vital to business survival in today’s marketing landscape but what does the term really mean and can a brand ever truly lay claim to it? Melanie May investigates Giving ...

The technology revolution presents Ghanaian entrepreneurs with unprecedented opportunities to embed customer-centricity into their business models. Mobile penetration in Ghana exceeds 100%. A total of ...