The New 7Ps of Best Practice Customer Services. Are you following them?
If you claim to be customer centric are you sure you’re walking and not just talking the talk of true customer service? Last year I was prompted to question this of the Swiss cable company Cablecom. It...
View ArticleHalloween Scares & Solutions for Marketing
Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated with children dressing up in scary costumes and...
View ArticleFor Greater Customer Satisfaction, Should Marketers Answer Their Needs or...
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation”. He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization...
View ArticleFive Essentials of Customer Service Excellence
Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. That morning Lionel was on duty and I...
View ArticleAre you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear...
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples...
View ArticleNo Trust without Respect: 7 Rules to Winning Customers
I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m...
View ArticleThe New Challenge of Marketing: Customer Satisfaction is Not Enough!
We all know how extremely demanding consumers have become in recent years. Constant innovation and novelty has made us all more impatient and critical. We want things better, faster and sometimes...
View Article4 Marketing Essentials for 2015: What You Must Do Differently to Excel
As you will have seen, if you’re a regular follower here, I was in the US last month, catching up with a few partners and clients. We discussed their marketing priorities for 2015 and what they still...
View Article4″Free” Ways to Connect with Customers for World-Class Understanding
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here; it will be good...
View ArticleHow to Use Marketing Quotes to Inspire and Catalyse Action
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into...
View ArticleMarketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk...
View ArticleHow a Company Reacts to a Crisis Says a Lot About its Customer Centricity
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen...
View ArticleClues to a Remarkable Brand Story
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world...
View ArticleBest Marketing Quotes of 2015 & their Implications for Your Business
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a...
View ArticleThe 7 Essential Differences Between Simply Responding to Customers and...
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven...
View ArticleAre Smart Things Really Smart?
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“. So this week I wanted to write a shorter thought piece on a...
View ArticleHow Marketers Like You Are Fully Benefiting From This Awesomely Changing World
I’ve just returned from a trip to California, USA. All you marketers who follow me on Twitter, Facebook or LinkedIn, will have seen some photos of the various places I visited, from San Jose in Silicon...
View ArticleThe Exceptionally Easy & Profitable Uses of Customer Co-creation
One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more...
View ArticleSay Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic....
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Five Rules of Observation and Why it’s Hard to Do Effectively
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer....
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