Banks fulfil a variety of needs: depositing money to keep it safe and having access to it; investing it; transferring money to someone – to purchase goods or...

Many industries have little knowledge about their ultimate customers, the people who actually use their products. Retail companies have access to more inform...

Yesterday I received a call from a woman who ran a medium-sized business, asking me: “How can I make my company customer-centric?” My answer was simple, “Let...

1 – It’s about the Customer, not the Product When you wake up in the morning, what is the first thing that you do? Do you think, “I am going to buy a persona...

In 2011, I perceived a significant shift in customer-centricity in the banking industry. But, not in a good way. Progress in customer-centricity, to deliver ...

Hello! Welcome to my Blog. You've arrived a little early as I'm going to launch the blog and publish articles very soon, coinciding with the official launch ...