Tuesday, April 10, 2012
In this fourth of a ten part series of videos filmed on location at IQPC's CMO Exchange in London, July 2011, I advise choosing the audience where your offering will have the greatest impact as you embed customer centricity in your organization.
Monday, April 09, 2012
In this third of a ten part series of videos filmed on location at IQPC's CMO Exchange in London, July 2011, I explain the next two steps in embedding customer centricity: enlisting executive support and identifying the nature of your offering.
Friday, April 06, 2012
In this excerpt from an interview filmed at IQPC's Customer Experience Exchange in Berlin, I draw a lesson for CCOs from my hero, Teddy Roosevelt.
Thursday, April 05, 2012
In this second of a ten part series of videos filmed at IQPC's CMO Exchange in London, July 2011, I discuss the first step in a strategy to embed customer centricity: setting a goal.
Wednesday, April 04, 2012
In this first of a ten part series of videos filmed on location at IQPC's CMO Exchange in London, July 2011, I draw parallels between the components of a marketing strategy and the means to embed customer centricity within organizations.
Tuesday, April 03, 2012
In this excerpt from an interview at IQPC's Customer Experience Exchange in Berlin, I explain how and why you must build a business case with senior executives to justify expenditure for customer centricity initiatives.