Getting Even Closer to the Customer – OE Editorial Getting Even Closer to the Customer – OE Editorial
Getting Even Closer to the Customer – OE Editorial
  It’s been said that this is the ‘Age of the Customer’. Indeed many of our clients are currently talking to us about how they can become more customer-centric and put the customer at the heart of their business. So what does customer-centricity look like in practice? This edition of The OE exp ...
Martyn Sakol
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Getting Even Closer to the Customer – OE Editorial
Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey
Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey

The customer journey is no longer linear. Harnessing insights from behavioural science and models of human decision-making can reveal new ways to engage more effectively with the customer. Our guest contributor, Mark Cross, says that there’s real competitive opportunity for organisations who alig ...

Mark Cross
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Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey
The Unintended Consequences of Getting Closer to the Customer The Unintended Consequences of Getting Closer to the Customer
The Unintended Consequences of Getting Closer to the Customer

Gary reveals the unintended consequences of getting closer to the customer. It is much more than simply refocusing the minds of your employees – it can mean a shift in power across the organisation, causing disruption around the executive table…

...
Gary Ashton
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The Unintended Consequences of Getting Closer to the Customer
Thank you for your Patience: A Customer Experience Tale Thank you for your Patience: A Customer Experience Tale
Thank you for your Patience: A Customer Experience Tale

Susan shares a very personal story as a customer of three Telcos and a Bank where inappropriate automation and clumsy digital responses brought out her dark side… Many businesses have looked to technology to create more personalised and ‘instant’ customer service, but in doing so, some have ...

Susan Carroll
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Thank you for your Patience: A Customer Experience Tale
Has Your Salesforce Got the X-factor? Has Your Salesforce Got the X-factor?
Has Your Salesforce Got the X-factor?

With the sales team at a critical interface between the organisation and its customers, it’s important to understand their role and how it influences customer behaviour. Martyn uses a case study to outline key factors of top performing sales teams. How do you identify the Sales ‘X’ Factor? What a ...

Martyn Sakol
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Has Your Salesforce Got the X-factor?
Why Business Models Matter Why Business Models Matter
Why Business Models Matter

In the organisation’s drive for efficiency and synergy, a focus on the customer journey can get lost or fragmented. Mark looks at the importance of the business model in mapping the moving parts of the organisation – how they connect with one another and how they relate to suppliers and cu ...

Mark Goodridge
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Why Business Models Matter

Getting Even Closer to the Customer

Getting Even Closer to the Customer – OE Editorial

Getting Even Closer to the Customer – OE Editorial

  It’s been said that this is the ‘Age of the Customer’. Indeed many of our clients are currently talking to us about how they.. Read More →
Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey

Changing Consumer & Colleague Behaviour: Developing a Unified Approach Across the Customer Journey

The customer journey is no longer linear. Harnessing insights from behavioural science and models of human decision-making can reveal new ways to engage more effectively.. Read More →
The Unintended Consequences of Getting Closer to the Customer

The Unintended Consequences of Getting Closer to the Customer

Gary reveals the unintended consequences of getting closer to the customer. It is much more than simply refocusing the minds of your employees – it.. Read More →
Thank you for your Patience: A Customer Experience Tale

Thank you for your Patience: A Customer Experience Tale

Susan shares a very personal story as a customer of three Telcos and a Bank where inappropriate automation and clumsy digital responses brought out her.. Read More →
Has Your Salesforce Got the X-factor?

Has Your Salesforce Got the X-factor?

With the sales team at a critical interface between the organisation and its customers, it’s important to understand their role and how it influences customer.. Read More →
Why Business Models Matter

Why Business Models Matter

In the organisation’s drive for efficiency and synergy, a focus on the customer journey can get lost or fragmented. Mark looks at the importance of.. Read More →
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