We all love shopping. Some more than others. But all of us need to engage with grocery stores if we want to eat at home. So, what does matter for us as customers of Grocery stores? This article looks into key drivers of store choices people make. There are five key factors that make us choose the store we want to go in. Read further to know what they are and how to apply them into your business!
How Customer Centricity Creates Significant Competitive Advantage?
Competitive advantage has been a great buzzword for a long-time. That is something any company in an established market is searching for. And I suppose that makes sense in a world, where USP means Unique Selling Proposition rather than Service (not to mention Value). Companies that create true value through customer-centric efforts will have automatically a competitive advantage. Simply, clients will perceive them more valuable than other options in the market.
Why revenues depend on the customer experience you provide?
One of the most common questions I hear from senior leaders is that how we can build a business case from customer experience improvement efforts. And that is a valid question since even though it is only logical to make more money from serving clients better, we need to see the hard evidence. There are several components in customer experiences that are highly appealing to clients and yet the highest impact comes through emotions.
Customer Centricity – How To Move From Talk To Action
We all know the old idiom: “Talk is cheap.” It is easier to say you will do something than to actually do it. This same applies to Customer Centricity also. Leaders talk about importance of Customer Centricity and Experiences, but then when it is time to put the resources to support that talk, very little happens. So, what do we need to move Customer Centricity from talk to action in any organisation?
Can Voice of Customer Mislead Our Business?
Voice of Customer, Customer Feedback and many kinds of customer satisfaction scores are very popular today. There are hundreds of technology companies offering various solutions to listening to the voice of the customer.
3 reasons why customer complaints are your friends
We like to see customer complaints as our enemies when in fact they should be our friends. Of course in an ideal world you would not receive any complaints, but until then it is wise to learn from the customers. As they say, what does not kill you, makes you stronger. That is if you learn from all experiences.
The Job of the Customer Experience Manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job. But in reality, it can … Continue reading →
5 Things Every Executive Should Do to Build Customer Experiences
There is no substitute for leadership. If executives won’t care about the customers of a company, no one will. And this includes also the self-fallacy of already being customer-centric, since only very few companies really are. So, what are the five key things every executive should do to build customer experiences of a company?
For improving customer experiences I’d rather have Right Data than Big Data
On my first day of my first proper job in the UK they called me “New York”. Not because I was energetic, intriguing or that I never slept but because, when it took me a while to understand what was apparently an hilarious corporate joke, I was – in their words – “five hours behind”. And many […]
Would changing the name from Customer Experience to Customer Memories make us better prepared?
We have Customer Service; it’s what companies do to or for their customers. We have Customer Experience; you could say it’s what it’s really like to be on the receiving end of the service. Done the right way though, understanding all that gives us powerful information. Yet there is also a risk that our focus…
