Make it easy with nudge !
Easy? Wait a second: not so simple! Consulting mantras like “make it easy” have a fascinating performative power: they seem to reveal the solution whatever the problem. Our experience as a consumer proves it right every day: it’s always easier when it’s simple! The problem is that what is simple is simple only from the […]
Customer centricity: a bet, a belief, or a necessity?
Adapted and translated from my original HBR article What is “customer centricity”? Is it a new managerial trend, just like agility or happiness at work? A belief that customers should be first (and employees second), or simply a business necessity: that of being actively concerned about your customers to avoid losing them? To answer this […]
Customer experience: don’t lose sight of the forest for the trees!
Watch KPI’s overload …. The concept of “customer experience” was born at the end of the 90s with the book by Pine and Gilmore “the experience economy” (the founding article HBR dates from 1998) and has been steadily increasing its influence since then. These authors suggested that it is no longer a matter of offering […]