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...
While working with a client recently the conversation came up as to 'who is the ideal customer' for this new to market product that is being launched. We needed to figure it out so that we knew who to target and appropriately spend money engaging. The interesting part was that everyone...