2005 Customer centricity Customer retention Strategy 
CCNG
OCTOBER 19, 2022
(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.
ijgolding
MAY 21, 2018
The business I was recruited by in 2005 was called ‘Littlewoods’. The answers to these questions should have a significant influence on both the business AND customer strategy. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase!
ijgolding
MAY 20, 2015
Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.
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