It seems that putting the customer first, or being ‘customer-centric’ has become a thing. Last week at the World Retail Congress in Dubai, executives stood on stage and told the audience that the way forward…
There is nothing wrong with wanting to be perfect, however the desire to be perfect on day 1 of launching a new product, store, or system to market can be debilitating to launch itself. Yes,…
Visiting Kuwait on business last week, I had a great customer experience while taking a taxi. While services like Uber and Careem are changing the way people get around, sometimes it’s nice to be surprised…
Creating the ultimate Customer Journey A few months ago, I gave a presentation in Dubai about the creating the ultimate customer journey. Customer experience means different things to different people, but my starting point is……