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Tag Archives: Customer Centricity

Why Employees Are Your Most Important Customers: Three Ways You Can Help Them Help You


by Phil Hamburg, Executive Managing Director, Root Inc. 40% of employees confess they don’t completely understand their company’s vision. Phil Hamburg poses the perennial questions: How are we supposed to engage them in delivering on a vision and customer experience they don’t understand or have never seen? How can they …

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WHITE PAPER: Modern Customer Service – Are you outpacing your executive peers?


Across industries and business operating models, companies believe they are generally doing a good job serving their customers and that they are doing better than their competitors. Is executives’ optimism based on capabilities or wishful thinking? Companies are in various stages of maturity in providing advanced, modern customer service, which …

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WHITE PAPER: The Future of Retail: 2016 Retail Predictions: Insights from Industry Gurus


According to David Sleeth-Keppler of Strategic Business Insights: “The future of retail will center on a race among companies to beat competitors during the unfolding of the consumer decision process.” The idea of preemptive distribution involves a company’s inserting product-and-service options into the decision process so that consumers will simply …

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