Customer-centricity blog series

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...

February 10, 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 help businesses identify the many elements required for a company to become truly customer-centric and create significant value. 

We believe that one elemen...

January 20, 2020

THE LUXURY ROYAL MANSOUR HOTEL, MARRAKECH – MOROCCO

The ambition of the luxurious Royal Mansour Hotel in Marrakech is to be the number 1 hotel in the world.  It’s frequented by the global political and showbiz elite who pay up to £35,000 per night for quality service.  Yet the lives of the hotel staff who deliver this service are in stark contrast to their guests and the environment in which they work.   Many live in the Atlas...

January 3, 2020

The Christmas break gave me the opportunity to watch, in my view, one of the most awe-inspiring documentaries of the year - ‘Britain’s Biggest Warship’. It takes you behind the scenes on HMS Queen Elizabeth - the largest and most advanced warship we Brits have ever built which is due in service this year.

The programme showed The RAF and the Navy working together to figure out just how far they could push the aircraft carrier a...

December 3, 2019

It’s always great to see something you work on come to fruition.

So, it’s wonderful to see Lorien’s rebrand which used deep customer insight to understand how to build on its 40-year heritage in IT recruitment.  This fresh in-depth insight showed how technology powers even those companies who are not obviously tech-led and how tech recruitment faces different challenges from the rest of the recruitment industry, requiring adapt...

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