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CONTENT CURATED BY EXPERTS
CUSTOMER OBSESSION
Organisations of the future ongoingly and deeply listen to, and proactively involve customers in open innovation and understand their jobs-to-be-done. These organizations are meaningfully obsessed with their customers, while watching the horizon to understand emerging trends that may impact their behaviors and needs. They also strive to create meaningful and sustainable solutions to their customers' problems. This enables them to stay relevant and attractive, and build a better future.
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VIDEO
The late Harvard Business School professor Clayton Christensen shares his insights on how to predict future customer behavior with a special focus on customer jobs-to-be-done in order to improve the business value delivered to customers.
VIDEO
In this Harvard Business Review video, Ranjay Gulati, author of "Reorganize for Resilience discusses the importance of putting customers at the center of your business and on how to deliver what customers really want.
VIDEO
Customers is the most important force in business transformation. Customer-centricity is becoming increasingly important: without being customer- centric you cannot innovate. Here is an insightful and introductory video to customer-centricity.
TED TALK
Nigel T Packer provides understanding in the way we use the internet and the irritations that make us want to throw our mobiles out of the window. With an awareness of the user’s journey we can all improve digital business strategies.
TED TALK
Dr. Peter Fader is busting all the myths about marketing, an industry that is currently worth $1.2 trillion annually. He argues that customers aren't always right, and his research has revolutionized the way marketers identify customers that are worth marketing to.
TED TALK
Boccuzzi Jr. discusses why customer service, as opposed to traditional marketing strategies, has the potential to be the greatest form of marketing for a brand. He bases his insights on 20 years of proven track record in both private and public companies.
ARTICLE
Zoran Latinovic and Sharmila C. Chatterjee (2019) discuss how AI is helping retailers customize their offerings, create personalized experiences, and make shopping more convenient and how customer centricity is considered the holy grail of retail marketing.
ARTICLE
Jeremy Korst and Kimberly A. Whitler (2020) discuss how technology companies have a tendency to focus on tech innovation rather than marketing. This leads them to build feature-laden products they think customers should want, rather than products customers actually demand.
ARTICLE
David Dubois and Joanna Teoh (2020) discuss the five golden rules to effectively balance personalisation and customer protection in the digital age. An importance perspective and necessity for businesses as customers' privacy and data protection demands increase.