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Customer Experience News 142: Customer-Centricity, Empathy, Fader and Toms, Experience Economy

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

Customer-Centricity Starts at Home (2min)
This article from Business Live argues that even in the world’s most customer-centric companies, no two customer-centricity strategies are the same. What they do have in common though, is a whole of business commitment to authenticity, empathy, collaboration and a shared vision that makes it easier to communicate their unique value to customers.
Embracing Empathy the Key to Success (2min)
With HBR research suggesting that the top 10 most empathetic companies have increased their financial value at a rate more than double the bottom 100, this article explains why empathy matters and outlines three approaches teams can take to build better customer empathy. 
Why You’re Not Customer-Centric & How to Fix It (2min)
Wharton’s Peter Fader and Sarah E. Toms share four common mistakes that prevent companies from acquiring and retaining high value customers – and four simple fixes to help them become more customer-centric. 
Meow Wolf Mastering the Experience Economy (5min)
Transitioning from successful art collective to successful business with the backing of Game of Thrones author George R.R. Martin, Meow Wolf is set to become the Disney of the experiential retail as the anchor tenant in a groundbreaking Las Vegas retail and entertainment complex.