When I worked for American Express I commonly came across the issue of what I like to call the 'unique snowflake syndrome'. Stay with me now, it will make sense. Generally it first showed itself in a discussion about expanding an idea, such as "This worked really well in...
Customer-centric is a popular catch phrase that can mean almost anything. I wasn't fond of the formal definition from Business Dictionary.com so came up with my own. “Creating a positive consumer experience at every touch point from the first contact through to the 1,000,000th visit. Leveraging people, processes, technology...
The question that every business faces is when to put your interests before your customers. It's a tricky situation indeed and companies big and small struggle with that question all the time. As a simple example, let's say that you really want a customer to provide you...
At first these two things might not make sense together, but hear me out. The #1 focus for all companies should be to develop a loyal client base. It's far cheaper to retain a customer than to acquire a new one and if that's not enough,...