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Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...