Expert insights. Personalized for you.
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! MORE
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. MORE
More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. MORE
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. MORE
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. MORE
Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. MORE
Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. MORE
I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data. MORE
In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. MORE
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 question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” MORE
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. MORE
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. MORE
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. MORE
What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. MORE
We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. MORE
One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful. MORE
Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? MORE
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. MORE
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 (!!!) year old Irish lad and a 16-year-old Brit may be responsible. MORE
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. MORE
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. MORE
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? MORE
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? MORE
Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. MORE
I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. MORE
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. MORE
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1. MORE
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! MORE
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. MORE
How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. MORE
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. MORE
C3Centricity
FEBRUARY 12, 2020
We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.
C3Centricity
JANUARY 18, 2020
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 question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”
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C3Centricity
OCTOBER 1, 2019
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.
C3Centricity
JANUARY 21, 2019
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
C3Centricity
JULY 3, 2019
Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life?
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C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again.
C3Centricity
JUNE 5, 2019
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.
C3Centricity
NOVEMBER 4, 2019
Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.
C3Centricity
NOVEMBER 5, 2018
I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!
C3Centricity
MARCH 6, 2019
In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain.
C3Centricity
OCTOBER 16, 2019
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!
C3Centricity
APRIL 17, 2019
Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.
C3Centricity
DECEMBER 17, 2018
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.
C3Centricity
JULY 1, 2019
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
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Transform your contact center to build relationships with your customers that will last a lifetime.
C3Centricity
APRIL 2, 2018
What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations.
C3Centricity
SEPTEMBER 17, 2018
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding.
C3Centricity
FEBRUARY 18, 2019
I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it.
C3Centricity
MAY 16, 2018
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
C3Centricity
AUGUST 26, 2019
More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it.
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?
C3Centricity
AUGUST 12, 2019
One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference.
Speaker: Matt Laurenceau, Head of BMC Communities
Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.
C3Centricity
JUNE 28, 2018
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?
C3Centricity
JULY 16, 2018
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers.
C3Centricity
MAY 1, 2018
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted.
C3Centricity
DECEMBER 3, 2018
Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.
C3Centricity
NOVEMBER 1, 2015
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 (!!!) year old Irish lad and a 16-year-old Brit may be responsible.
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