Beyond Philosophy
DECEMBER 19, 2017
The fact that QVC understands this and incorporates the concept throughout their organization makes it a natural leader in Customer Experience. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. The Bad News. The Good News.
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
GetFeedback
JANUARY 6, 2020
In B2C, yes, in many cases there is exactly one customer as the buyer and user. Examples might include shoppers at a store, a personal banking account, or cell phone service. Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics.
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