Innovating the Customer Experience to stay ahead of the competition is essential for any B2B or B2C organisation.
Read our blogs for insights on what’s worked and what hasn’t. Connect with Hargraves to share experience.
Organisations are constantly trying to understand their customers and how to serve them better. We all know that serving customers better means more sales and improved financial performance. The figures are well and truly in. Customer Experience (CX) has been the battle ground of this century with customer surveys dominating the scene for decades…
Recently, I published a blog Data analytics, customer centricity, innovation. The memes we can’t seem to shake where I explored which areas of a business tend to benefit most from analytics. And charted what the analytics maturity curve may look like. Where might you be plotted on this curve? In practice, analytics maturity rarely represents…
Data and analytics are the means to an end. Unless your business is data analytics, the reason for you to excel in this discipline is for your organisation to survive, learn and grow. In the age of digital disruption, customer centricity and innovation have become the memes for company transformation programs to ensure the organisation…
Want to identify where a disruptor will enter? Identify the pain point/frustration that your customer has with your current offering In today’s world, customers are looking to, or already have, taken control of whatever functionality they are addressing at the moment. Via Google and Social Media they’re more knowledgeable about what’s out there and what’s…
Good Customer Experience (CX) can mean many things to different people. While it’s not exactly rocket science to pinpoint the general levers of customer experience, at an individual level we might weigh these factors differently. For example, at a restaurant I tend to prioritise my impressions of the food and general atmosphere over the service. Reading…
A customer centric approach to business-model innovation I recently came across a great article from the team at McKinsey and it really got me thinking about how business can tap into its customers as a source of innovation. In the article by Marc de Jong and Menno van Dijk, they talk about companies reframing their…
The Missing Part for Business Model Innovation: The Process “The Business Model Canvas is a tool many managers and innovators are familiar with. It has been used as a starting and endpoint in many business model innovation projects around the world. The question many have is what process can be used to make this transformation…
At the recent Hargraves Institute “Inspiration and Innovation” Women’s luncheon, we were very fortunate to have Rene van der Loos from NRMA share insights. NRMA Road Service plays in a highly competitive market and cars have changed dramatically since this trusted group first came into our homes in the 1920’s. Rene kindly shared her story…