Innovation at Nordstrom

Nordstrom is a recognised leader in Customer Service and the Nordstrom Innovation Lab is an example of why. Check it out here… and for a more detailed look…  

Big Corporates Becoming ‘Customer Centric’?

A recent article on CMO, recently articulated what one big Australian Corporate, AMP, is doing to become customer centric. The company kicked off the journey in 2013, appointing its first chief customer officer, Paul Sainsbury, as well as… Read More

Three P’s of a Customer’s Experience

The folks at Disney Institute remind us that exceptional customer service or more accurately the customer experience, is more than just great customer service delivered by people. In fact, exceptional service derives from the intersection of process, place… Read More

Hearts, then Charts

A few months ago US based consultancy, Be Almighty, released a whitepaper entitled Hearts, then Charts. Its focus is on executing Customer Centricity. The ‘age of the customer’ was to usher in a new era of organizational focus… Read More

Customer Journey’s As Products

A recent Harvard Business Review article, Competing on Customer Journeys, has highlighted the shift to treating Customer Journey’s as products that are sold. The following example is an excerpt from the article… Consider how one company, Oakland-based Sungevity,… Read More

10 Loyalty Lessons From Brands With Superfans

Geoff Smith, SVP of Marketing at CrowdTwist, recently posted an article on Inc.com about brands with “super fans”. Customer loyalty is at the root of success for any lasting business. And when that loyalty turns into passionate advocacy,… Read More

Pathways to Customer Centricity

In a recent article, How IBM, Intuit, and Rich Products Became More Customer Centric, published by Harvard Business Review, Brad Power and Steve Stanton share their research into different pathways companies are taking to become more customer centric…. Read More

Baggage Collection…A Moment of Truth

An often annoying, sometimes painful,  ‘Moment of Truth’ for airline customers (with checked baggage) along their customer journey, is collecting their bags on arrival. WestJet accented this Moment of Truth brilliantly to deliver a ‘Moment of Magic’ with their… Read More

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