Author: Manuela Pifani

Take a Chance on Poor Customer Experience? Mamma Mia, No!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful...

Customer Strategy: The Missing Link

‘Customer strategy’ is one of those terms that, to many strategists, means nothing at all. They will undoubtedly be extremely familiar and confident with defining a ‘business’, ‘growth’, ‘marketing’, ‘digital’, or ‘people’ strategy, but having the word ‘customer’ in front...