How can organisations embrace change, develop and improve leadership and decision-making behaviours that will embed customer-centricity and compelling customer experience into their DNA?

Shiny new tablets brighten up Phoenix MRC's interviewers' day!

“It’s not enough to be motivated to behave in a new way; people also need to understand how to be successful with the new behaviours.” Jonathan Davidson, FCA, 20 Sept 2017. The key behaviours that influence a successful customer-centric culture can in fact be measured, benchmarked against peers and improved. Click here to find out how.

How can organisations ensure that their business strategy is aligned with customer relevance and responsiveness and focused on positive customer outcomes that drive acquisition and retention? An effective organisational culture is becoming recognised as key to a superior customer experience. The Market Responsiveness Index provides a way to measure and manage this.

Is the Sharing Economy a rebalancing of life goals for a more equitable society and more enriched lives for the majority or is it the gateway to an even more polarised economy with higher proportions of poor, more State-dependant people and an even more rarefied, rich, resilient elite?

Workshops are a key way organisations ensure collaboration and consensus on decision making and implementation. Sometimes these activities can only be entrusted to key internal stakeholders but it’s worth considering the value and support that well qualified external facilitators can bring.

Most of us today feel we have too many things to think about and the Energy Switching agenda gives us yet one more. Powers that Be are frustrated with how stubborn consumers have been not to engage and switch. In the commercial world companies tend to stop and reconsider when they meet this much resistance to a product offering. As marketeers and consultants one of our key skills is to delve into motivations. I’ve read the public information and the motivation behind the Energy Switching agenda never seems to be explained satisfactorily. Read on for a perspective on the motivations in this area.

Recently I had the privilege of attending a conference by Citizen’s Advice on Behavioural Economics and Utilities Switching Behaviour. The various speakers from industry, academia and regulatory bodies were each expert in their area, well-spoken and undoubtedly well-meaning throughout. However, I was struck by the extent of Groupthink that prevailed in the room.

In order to attract and hold customer attention in an increasingly fragmented digital world, brand experiences and customer journeys need to be compelling and memorable, as much as they need to be quick and easy.

Amongst the gazzillions of junk emails I like to glimpse before permanently deleting without reading properly each day, one from Belkin caught my eye today. It had the very un-catchy title of “Belkin's new USB-C Resource Center...now open to explore.” My first thought was simply USB-WHATNOW?!