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customer centricity

Why Customer Experience Matters

News flash: Customer Experience Matters. What does “Customer expectations are changing faster and faster” mean? Why does it matter to you? And why should you care? Here is the picture: you're a successful business. You know what your customers want and how to communicate with…

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Platforms & Customer Centricity – The Platform Explanation

Platforms & Customer Centricity are hot topics, but how do you get there? Hamish Nuttall says that the “why” and the “how” can be explained by electrical plugs and spaghetti. In 1997, Amazon’s stated objective was to be the “leading online retailer of information-based products…

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