With unlimited access to information and an abundance of choice among very similar offerings, your customers have the upper hand. In this series, Marcia and Dirk are talking about everything companies need to do to cope in the 'Age of there Customer'. 

Retrospective - what 2020 meant to customer-centricity. Reflection for 2021: what are you going to do to make your company more customer-centric?

This is the follow-up video we recorded a few days after this one: https://www.youtube.com/watch?v=qIFQRzCuYOA We present the conclusion about why well-meant efficiency is not enough to win a customer. Watch and leave your comments. Thank you!!

Today we have a special video, in which we present a recent experience we had as customers. In our conversation, we reflect on efficiency and relationship - when efficiency may cause you losing customers. Well-meant efficiency is not enough to win a customer. Watch and leave your comments. And, don't miss the Follow-up video, when we give additional details about the experience. Thank you!!

Today, we want to show you in 4 minutes how to convince your leader to invest in customer-centricity. We decided that the best way to present the content would be in an interview format, where we explore why Customer Experience is such a tough sell and how to convince your leader anyway.

Why implementing Customer Experience (CX) is such a tough sell to your leadership and how you can convince them anyway.

Building on our discussion from the previous episode, we decided to dive deeper into the decision maker's mindset. Which 'school of thought' influences decisions? Is everyone 'up to date' or are people still living in the 20th century?

The blend of good processes and engaged people is how you transform your business. And it’s the leadership you provide, that makes the difference between success or failure. In this episode, we talk about awareness as the first necessary step in every Customer Centricity process.

Today we want to talk about the memorable events companies are creating as part of their customer experience. There are potentially hundreds or more small and big events or as we call them touchpoints but not all of them are equally important. In fact, only a few selected touchpoints or Moments that Matter carry most of the customer experience. And it's your company's decision, which ones these are. Thank you for watching!