Ah, customer experience (CX)—the art of making people feel good about your brand at every turn, from the website visit to the product purchase and beyond. Done right, CX transforms customers into loyal fans. But here’s the kicker: delivering an amazing CX isn’t easy. Think about it. To really nail …
Picture this: it’s 2009, and Volkswagen Sweden decides to conduct an experiment on how to influence people’s behaviour in their environment for an ad campaign promoting their new, more fuel-efficient brand. More precisely, the well-known automotive company wants to encourage people to take the stairs instead of the escalator in …
Customer-centric organisations are much better positioned for market leadership. But many are faced with two core problems: 1) they’re too focused on incremental improvements to existing services and products in silos, or 2) they’re simply not customer-centric enough, having only a partial view of their customer needs. Today, organisations should …
