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Does Your Brand Downplay the Voice of the Customer?

Does Your Brand Downplay the Voice of the Customer?

For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives will transform the customer experience. That’s how CCW starts...
But Journey Mapping Is A Waste Of Time, No?

But Journey Mapping Is A Waste Of Time, No?

The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...
Five More (of Ten) Foundational Principles of a Customer-Centric Organization

Five More (of Ten) Foundational Principles of a Customer-Centric Organization

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...