Boundaries disappear with a customer strategy that is proactive and focused, not reactive. It should articulate a basic philosophy that aligns all employees and brings confidence and clarity to how they can contribute to stronger customer connections.

The new approach to customer-centricity embodies being a caretaker for the customer ecology in every interaction between external customers and your organization.

Short-term thinking has plagued businesses for years, but in today's economic conditions, it is even more dangerous. Now is the time for change, not to stand still. Organizations in a survival mode resort to quick fixes such as downsizing and postponing expenses. Their leaders don't realize that they cannot recycle the ideas of the past […]

Becoming customer-centric is transformational and it requires a change in culture as well as in process design. It demands a long-term commitment that involves everyone in your organization. However, there is one proven method to jump-start the process in a way that will accelerate the company-wide commitment to the journey. The graphic with this article […]

Companies that want loyal customers must first develop a sense or attachment with their customers. The Chinese character for loyalty literally means, "from the center of the heart." representing the more emotional side of loyalty and sense of purpose.