As part of my research for Connected!, I came across an interesting research study titled Effects of Customer-Centric Structure on Firm Performance (1). The study shows that being customer centric can actually decrease financial performance by almost 23%. Wow! This research definitely got my attention. Especially in an age where everyone is singing how wonderful customer centricity is. As I dug deeper, I found that the study brought […]
Preparing for the connected future will have a far reaching and profound impact on our organizations. We cannot not change how we work, and how we think, and still expect to be creating magic with our customers. The framework that I detail in the book “Connected!” provides a simple and immediately actionable blueprint. It consists of defining what a connected company is, […]
Every business needs loyal customers. We need customers to buy from us rather than our competition. Promotions and discounts are universally followed to secure this attention and loyalty – incentivizing customers to buy from us by way of cash value rather than creating any long term differentiation. Sometimes, and much more effective, these offers are a means to get customers to try out or […]