Customer-centricity blog series

The UK has entered into an inevitable recession and news headlines have been filled with stories about redundancies and retail closures, making many consumers fearful of their financial security.

The lockdown for some has been an opportunity to gain a greater understanding of budgets. Use of FinTech money managing apps such as Money Box and Plum has accelerated with half the population now using them. McKinsey report that 44% o...

September 21, 2020

 Ask Marketing candidates why that career choice and, chances are, they’ll convince you of their passion for people and curiosity for the world around them. Ask Marketeers in situ what their job entails and, chances are, their answer will involve number-crunching, project firefighting, presentation writing; scarcely a consumer in sight.

Somewhere, somehow, that curiosity gets left out in the cold. And in a world that revolves i...

We are officially over the moon to be finalists for Best Small Agency 2020 at the AURAs this year. If you are an AURA member, please do consider giving us your vote at www.aura.org.uk/voting

August 4, 2020

Many companies saw both internal and external NPS improve during lock-down.  Internally employees appreciated working from home, the security offered by their employers and the safety net supplied by the government.  On the external front many of our clients, who have had to deliver a far worse service than normal, have been receiving higher than normal NPS scores – simply put customers have been appreciative of companies that...

July 13, 2020

We believe that successful companies are close to their customers.  We love commercial and we love customer but most of all we love the sweet spot where value for both lies.

One of the most important elements to get right is LEARNING & DEVELOPMENT, putting the customer at the heart of your professional development strategy and content.

One example that impressed us recently was a Spanish energy company. Changes in industry regul...

June 10, 2020

Covid-19 has shown us that those companies who place customers at the core of board-level decision making are winning. Companies such as BT, Brewdog and Direct Line have shown themselves agile and generous. And they're winning advocates. 

What's clear however is that we are only at the end of the beginning. And with physical distancing shrinking our individual worlds, it is more challenging than ever to understand customers’ ch...

May 22, 2020

Keeping in touch with customers is more important and more challenging than ever as physical distancing shrinks our individual worlds. 

Last Friday, The Customer Closeness Co. hosted a live Consumer Pulse session in which a cross-section of consumers discussed their priorities, hopes and fears about life as we start to emerge from lockdown. The moderated discussion took place in front of...

April 25, 2020

The nation’s edging towards coming out (of lockdown that is). Only fools would claim to know what life will be like on the other side but here are our musings based on conversations with consumers, clients and The Customer Closeness Co’s crystal ball…

1. Support needed for the ‘stretched middle’ - Post-crisis, savvy spending will be even more important to the ‘stretched middle’ who were already extended with mortgages, car loan...

March 27, 2020

Strong values make it easier to behave in a way that builds your business. And the Corona situation is certainly putting the strength of corporate values to the test. The range of business response is showing us whose got values worth more than the website they’re written on. Take these three examples who have chosen very different paths in their response to COVID-19…

THE GOOD: Gousto – Their values are Dream, Deliver, Care. Tw...

March 5, 2020

We believe that successful companies are close to their customers.  We love commercial and we love customer but most of all we love the sweet spot where value for both lies. 

Our Customer-Centric™ Ecosystem draws on strategic organisational, cultural and customer insights to inform the many elements required for a company to become truly customer-centric and create significant value.   

We believe that o...

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