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

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...

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...

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...

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!...

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...

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...

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...

In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about...

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...