Providing a great customer experience is the result of year-long efforts. It’s the pinnacle of your work to bring customer focus to the organization. What better way is there to use a pyramid as a visual? Pyramids are used in many parts of the business world. When it comes to safety, one fatal work accident … Continued

The business landscape has changed in the 21st century. The key to a company’s survival is understanding how to evolve in this new environment. Central to this is realizing what it means to be a customer-oriented company instead of a product-oriented one. Product-Oriented vs. Customer-Oriented In the simplest terms, product-oriented companies are capability-driven. They first … Continued

We’ve seen a client organization suffer from a massive decrease in order input for no apparent reason. The market was strong, and the product was in good demand. It took six months to find and fix the root cause. With a recent finance software update, the credit approval process had been changed, and the system … Continued

It’s an oddly satisfying feeling to unbox an Apple product. Guided by little tabs that need to be pulled, the content is miraculously revealed following a charming sequence, almost like a procession. It just takes about the right amount of time so that the unwrapping doesn’t get in the way too much but still provides … Continued

The Customer Journey is the sequence of all related steps a customer makes when buying a product or service. It starts much before the actual acquisition or utilization of the good or service and lasts indefinitely, with the customer having created a memory of the journey. Now, why is all this important? We always see … Continued

Traditional companies are having a hard time these days. Premium car brands are losing more than half their customers⁠ every lease cycle. The other half wonders off to one of the other ten premium brands or choose other mobility solutions. And not only in automotive, but customers also have more choices than ever. Like in … Continued