Heathrow Terminal 5 is in need of an urgent look at its customer journey… literally I recently took a British Airways flight in business class on a brand new 787 “Dreamliner” on one of the first ever non-stop flights between London and Austin Texas (it was...
Among the many acronyms out there being used by consultants, agencies and brand marketing teams alike is 1-to-1 or 1-to-many. Or, as my friend Brian Solis says frequently, in this digitally enhanced era, there is one-to-one-to-many. In parallel, there has...
A simple business plan: Make products that people want to buy. Over the last years, we have seen an increasing emphasis on customer centricity. It seems clear that the direct relationship that one can now have between brand and customer has rendered being...
The “idea” of customer centricity is typically rather desirable. Many companies have used the words “customer centric” sprinkled into their annual report. [Is being Customer Centric truly desirable?] The concept may be repeated in...
How to tag someone on LinkedIn if their name doesn’t come up?
