Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

I’ve written about the benefits of a customer-centric culture. They are plentiful! One of the benefits that should be added to that article is the fact that this type of culture truly brings the ...

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 ...

The problem with "ready, aim, fire" is the "aim" part. In the world of customer experience (CX), collecting customer data is like being "ready." Collected data is the starting point for any CX program ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

Let's face it: Everyone is doing more with less. Whether that's because of layoffs, reduced budgets, or just the general impact of today's economic uncertainty, teams are scrambling to keep the ...

Chris is the CMO of FlexMR, a hybrid research agency & tech firm that empowers brands with agile insight. He also hosts the MRX Lab podcast. Recently, I was afforded the opportunity to co-host a ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...