Who owns the customer experience?

Everybody agrees that we need to be customer-centric, customer focused and even customer obsessed, says Sirrus Decisions’ Megan Heuer in…

8 years ago

Are we talking past our customers?

McKinsey research says a surprising gap has opened up between the brand messages B2B companies communicate and what their customers…

9 years ago

The experience premium

Superior experiences create engaged customers who are: More likely to consider brands that promise better experiences More likely to recommend…

9 years ago

Embracing connectedness

An excellent example of brand-building thought leadership, IBM’s 2012 Global CEO Study Leading Through Connections is the outcome of 1700…

9 years ago