Customer Focus

There are too many options and comparable offerings in the globe, which is noisy, overwhelming and complex. At the stroke of a button, customers now have access to more alternatives, information and the ability to affect your business than ever before. Customers no longer base their loyalty on pricing or the quality of the product, instead, they stick with businesses that uphold the promises made by their brand and provide unique experiences that add real value to their lives.


For this reason, customer centricity and customer experience have swiftly risen to the top of businesses’ priorities. Under this topic, you will discover the significance of prioritising and promoting customer-centricity and its management on your business's transformation towards a competitive and long-lasting market differentiator. You will gain knowledge of the methods, techniques and resources needed to comprehensively analyse and predict consumers' ever-changing demands as well as how to innovatively and purposefully create distinctive experiences that live up to your brand promises.


Here is a selection of valuable content from some of the most innovative and forward-thinking leaders in the field of customer experience. You can read interesting articles, take online courses, download tools and frameworks, watch videos, listen to podcasts and much more to increase your knowledge of customer-centricity and improve your skills.

Customer Focus
 

Good practice

Article
Simon Sinek has a simple but powerful model for inspirational leadership -- starting with a golden circle and the question: "Why?" His examples include Apple, Martin Luther King Jr. and the Wright brothers
Article
What is the "Job" of a McDonald's milkshake? That's what Harvard Business School professor and disruptive innovation expert Clayton Christensen asked when McDonald's approached him looking to innovate on their milkshake product line. By uncovering the…
Article
Tipping Point author Malcolm Gladwell gets inside the food industry's pursuit of the perfect spaghetti sauce -- and makes a larger argument about the nature of choice and happiness.
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