Customer satisfaction requires the wholehearted commitment of the organization to the idea of customer-centricity. However, the leader is very crucial in this chain to ensure a successful customer experience. Being a customer-centric leader requires an understanding of what leadership entails. A leader must mobilize others to believe in and execute a particular strategy and deliver … Continue reading Signs of a Customer-Centric Leader
Tag: DesignThinking
Marketing Management & Customer Centricity
Unlike in the past, where the product and brand are at the centre of the company, Rethinking Marketing[1] is all about customer-centricity. It explains why the right culture, incentives and customer-centric strategy must be created and driven from the top to be successfully implemented. Today, companies have the opportunity to interact with their customers and … Continue reading Marketing Management & Customer Centricity
The Power of Moments Not Products
Design Focus Needs to Change to Truly “Delight” Users I have recently been reading a very interesting book, “The Power of Moments” by Chip Heath and Dan Heath. It got me thinking about how products and technology is brought to market and how in many cases designers miss the mark. I believe this thinking has … Continue reading The Power of Moments Not Products