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The World’s Best Customer Experience Executive

I recently wrote about how difficult it is to differentiate a company on the basis of customer experience. Taking this perspective suggests there are four rational ways for companies to think about customer experience differentiation: Take the plunge and commit to a radical path that passes the three litmus tests outlined in Is “Customer Centricity”… Read more » Read more

Is “Customer Centricity” a Strategy?

One of the biggest and most frequent mistakes of top managers in big companies is to make statements about vision and strategy that aren’t differentiating, or that they aren’t committed to translate into reality, or – more than occasionally – both. Among the most tempting such statements is that it is strategically central for this… Read more » Read more