The notion of being customer-centric is not new. Since the emergence of modern business enterprises, there have been many examples of companies that have put customers at the center of their strategy. What has changed is the market and technology environment in which companies have to pursue the goal of being …
Bad experiences happen all the time – you get judged for how you handle them, not for having one. Not too long ago, many android smartphone users got a message from a mobile security app provider that their WiFi network was at risk. If you are like me, messages like this get noticed. If you are more risk averse than …
2018 PDMA Conference 'Competitive Edge: Disrupting the Disruptors' November 3-6, 2018 Chicago Swissôtel | Chicago, IL We're excited to announce that Phase 5 will be participating as an exhibitor and speaker at The Product Development and Management Association's (PDMA) Annual Competitive Edge Conference in …
This article is the third in a series about Customer Journey Mapping (CJM), originally published in 2017 and now revised. Below is the full list of articles. You can also download our white paper on Customer Journey Mapping here. What is Customer Journey Mapping? [Published on July 10, 2018] Seven Benefits of …
Steve Hansen's article, “How Insights Teams Can Help Drive Business Agility," was featured as #4 in today's CMA's Top 5 Picks newsletter: www.the-cma.org/hubs#ufh-i-465057914 …
How Insights Teams Can Help Drive Business Agility As more and more organizations are moving toward operating in agile mode, insights teams must adapt and work to help the overall organization achieve true business agility. Their mission becomes to prove the value they can bring to initiatives around strategic …
TMRE: The Market Research Event October 16-18, 2018 Westin Kierland Resort & Spa | Scottsdale, AZ We're excited to announce that Phase 5 will be participating as an exhibitor and speaker at TMRE: The Market Research Event, taking place October 16-18 in Scottsdale, AZ. TMRE is the #1 event for consumer …
Discounter drops the ball on order fulfillment - surprises are not always good! I recently ordered some home goods from a discount retailer. I generally trust the brand. I also had to buy the items there to fit with some other furnishings I already had. I had even ordered from this retailer online before (once I had …
This article is the second in a series about Customer Journey Mapping (CJM), originally published in 2017 and now revised. Below is the full list of articles. You will be able to download the series as an ebook once the fourth article is posted. What is Customer Journey Mapping? [Published on July 10, 2018] …
Online Parts Replacement Experience… Refreshingly Good! Ever try to order parts, for anything? Ever want to pull your hair and teeth out at the same time? Ever wonder how an experience could be so bad because the provider never, ever imagined anything from the perspective of the customer? I was not looking …
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