Customer Value and Experience

Apple’s Steve Jobs clearly understood that the customer’s value of the product is embedded in the customer’s experience of the product. That is, the customer’s value and experience are inextricably intertwined. The hard part for brands/sellers to recognize and admit, is that the sole person that determines ‘value’ is the Read More …

Our Top 5 Business Trends: #5 Evolution of Eco-Systems

Trend: Evolution of Eco-systems According to Wharton management professor Harbir Singh, “most businesses today understand that they need to exist in an ‘eco-system’ that includes other companies, some of their competitors.” What we see developing is a “Plug and Play” eco-system framework that enables delivery of services to support consumers’ Read More …

Our Top 5 Business Trends: #4 Mobile Customer Engagement

Trend: Mobile Customer Engagement For those businesses that have not been able to gather customer data, the way forward will depend critically on the mobile platform. Today’s customer is mobile and always-connected and as a result don’t want a “one size fits all” engagement with the business. Mobile customer engagement Read More …