There is some understanding on what differentiates product centricity from customer centricity with regards to focus, but much less with regards to growth. Let’s have look at the definitions of both business strategies, as provided by Don Peppers, best-selling business author and an expert in customer experience: To clarify the difference between the two business…
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Whenever I show the Customer SONAR™ for the first time a person’s eyes speak volumes. Obviously any all-encompassing model, even those with just a handful of variables, can be daunting at first sight, let alone a model with several dozen. But what makes a person shy away isn’t just the complexity – it is their…
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One of the most common questions I get is: What made you create the framework? With this blog I’m hoping to answer that question for all those that are curious about the making of the Customer SONAR™ Introduction First of all, I’ll need to explain a bit about myself. During my career as a salesman…
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We’re entering the Age of Intelligence. Brands need to incorporate all relevant data with regards to customer behavior and customer intent in order to be able to create a differentiating and personalized experience. When we set out to design the Customer SONAR™ framework we knew we were in for a challenge. We had to bridge…
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