Customers

Are Customers Valuable to Innovation?

More and more, customer-centricity is becoming a thing. As in, an increasingly important philosophy to companies in managing day-to-day and even longer term planning. In comes in different forms: design thinking, social CRM, service-dominant logic, value co-creation. But it’s not pervasive at this point...

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Jobs-to-be-Done in the Customer-Centric Organization

I asked it for when I asked the following question about customer-centricity on Twitter, as I had a conversation in the preceding days with a fellow from a large corporate. Customer-centricity was recently adopted as an internal mantra, but the manifestation of that was…wait for it…sentiment analysis. It’s a start, right? But is it really a difference-maker?

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Starbucks Retail Innovation in Switzerland

What happens in Switzerland if you forget to buy your latte or cappuccino before you get on the train? Well, Starbucks has taken the next leap in connecting with customers as they make their rail connections, moving beyond retail locations in train stations across Europe to opening its first store on a Swiss Federal Railways (SBB) car, the national railway line for Switzerland.

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