How do you know what your customers want?

How do you know what your customers want?

After a recent Cantillon Club panel discussion I participated in, people seemed really interested in the question of “how do you know what your customers want?” That question is at the heart of customer centricity and customer obsession, and answering it clearly is...
CX and CS are Heading for a Conflict

CX and CS are Heading for a Conflict

(How’s that for clickbait?) It’s not that companies shouldn’t do all they can to improve how they interact with customers. Anyone who’s paying attention knows it’s a critical priority. Rather, the problem lies in how CS is growing within many organizations. Customer...