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Showing posts from February, 2019

Ten questions you always wanted to ask about CX

This is a slightly enhanced (and translated) transcript of an interview about customer experience I did for valantic . The interview challenge was to stay short and concise, and to keep it within two minutes. In order to not lose the spirit of this 120 second challenge, I kept the transcript short. This might raise a question or two. Happy to discuss, as always. So, interviewer, let’s get going! What’s the meaning of the claim ‘The Age of the Customer’? ‘The Age of the Customer’ is a term that is roughly synonymous with ‘The Customer is in Control’. Both terms basically express the notion that today’s customers have far better access to information than they had a decade ago, before the social media and mobile revolution. An important consequence of this revolution is that customers’ trust business statements about their products and solution is far lower than in earlier times. What does this mean for businesses? That is simple. The knowledge advantage that

What the heck is Customer Centricity?

Reading the very interesting post Customer Centricity is MORE than Customer Experience by Joseph Michelli I engaged into a discussion about things centricity. The discussion basically is about answering the question “What the heck is customer centricity?” – this elusive thing. And how does it relate to customer experience and other ‘centricities’, like price centricity, product centricity, or service centricity? When do we call a company customer centric? Of course there are some usual suspects that can be used as examples to make one point or another. Is Ryanair customer centric? Aldi? Amazon? Apple? Google? Starbucks? Jiro’s sushi restaurant? Luckily all participating disputants have a different view, so there is a vivid discussion going on, from which one can learn a LOT. But first things first. Let’s get the issue of customer centricity vs. customer experience out of the way. Joseph states, that “ customer centricity is a commitment or a strategy