This Blog is for everyone wanting to become more customer centric.

We cover both online and offline best practices from across the globe. Select one fo the topic areas we cover or see our latest posts below.

The essentials of a great website

Win Online: 9 Ways to Make a Great Website that Engages More

What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to...
All industries need a customer first strategy

Essentials of a Customer First Strategy Every Industry Needs to Adopt

Every business should strive to improve their customers' experience with their products and services. Adopting a customer first strategy is therefore often mentioned as a...
Customer journey map

5 Powerful Ways to Upgrade Your Customer Journey Maps

Mapping your customer journey is an important part of understanding and satisfying them better. Since the travel and leisure industries are still in turmoil after...
Future scenario planning

10 Steps to Turn Trend Following into a Competitive Advantage

Most major organisations conduct some sort of societal trend following. It might surprise you to hear that I believe that this is a huge problem!...
Successful leadership

7 Ideas from Great Leaders to Make Your Leadership Style More Effective

I'd like to start this post with a story about some great leaders. As you know, I published my book Winning Customer Centricity a few...
Customer service excellence

The New Qualities for Customer Service Excellence

The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be...
Optimised brand portfolio

5 Secrets You Need to Know About Brand Portfolio Success

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that...
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Adopting a Customer First Strategy. Even the Police Can Get it Right!

In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about...
Is packaging part of product or promotion

Packaging: Are You Using This Free Channel For Communicating With Your Customers?

Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it...

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