Globalization. Does it mean the end of brands?

It is no doubt that globalization is causing a supply equilibrium. Consumers have an endless supply of alternative products that have relatively the same features. There is little risk if consumers to shop on price. Does this mean the end of brand marketing?

What is Customer Centricity?

The alignment of people, process, and technology around the market segments you choose to serve; creating a balanced value exchange between customers and the firm.

Consumer Experience: A Laterial Thinking Game

Customers expect you to have the best elements of customer experience in your business.... Doesn't matter which industry you are in.

"I can do this at Amazon's website... Why can't I do it on your website!"

Customer Experience is an equilibrium game.

What factors determine long term business performance?

Economy. 5.2%
CEO. 13.5%
Industry. 15.5%
Firm. 32.8%
Remainder. LUCK

Seven Key Components of Customer Centricity

1. Market Selection
2. Database
3. Media Spend
4. Organization Structure
5. Incentive Structure
6. Recursive Learning
7. Leadership