In a recent survey by Incite we can see the radical shift between consumers and brands. Brands are reacting to a three-fold change in their relationship with their customers. 1. Customers have more power than ever before. 2. Thus, their expectation as to what constitutes ‘acceptable interaction’ with your brand is changing. 3. Consumer ‘location’ … Continue reading 92% say their business needs to get more closely aligned to their customer
"Customer centricity is the ecosystem and operating model that enables a company to deliver a unique and distinctive customer experience." Doug Leather states in his book The Customer Centric Blueprint: Building and Leading the 21st Century Organisation. I had the pleasure of interviewing Doug this week. Like it or not, all customers are aware, vocal … Continue reading Customer Centricity as an Ecosystem
As part of the run up to the 2013 Incite Summit, we asked 300+ marketing and communications executives about the key issues they see impacting on their roles in 2013. Incite uses crowd sourcing to discuss with marketing and communication executives key marketing questions. Customer centricity is starting to become a focus because of the social … Continue reading Customer Centricity has never been more important
We can create, review, produce, consume, entertain, work and play all with a touch of a button. The digital age is has created The Age of the Customer. We are now in the boxseat as we have the resources to make us smarter than ever before. We now have access to tools that were only … Continue reading Are your touchpoints as smart as your customers?
According to a research of 300+ marketers by Incite these are the key issues impacting them in 2013. 1. Customer centricity: This is all around getting close to the customer and understanding them better. This is all about customers able to have a meaningful impact of business practices, strategy and goals. This is the most … Continue reading Biggest impact for marketers in 2013, customer centricity