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The Momentum Matrix – A Customer Experience Framework
...A framework that is being more commonly used during customer experience programmes is the Momentum Matrix, which really does get to the bottom of whether or not a company is......
Implementing Organisational Service Excellence
...any world-class business should be to earn their customers’ Respect (which you get from demonstrating great competence) and Love (the emotional connection which you get from demonstrating great character). Competence......
B2B Blog entry
Common Sense: The Rise of Sensory Marketing
...been implemented in the food industry, where tasting samples is common practice. Companies have been challenged by hygiene and other issues associated with lickable or edible marketing materials. Others however,......
B2B Blog entry
Is Michael Porter Wrong?
...be a good thing. But, surely this doesn’t mean that all companies with a low cost position will do well and all companies that are differentiated will do well and......
B2B Blog entry
Assessing Market Attractiveness with the Directional Policy Matrix
...serve each segment, country, or product. The competitive position is usually calculated based on the accessibility of the market or on competitive advantage relative to competitors. Accessibility Of the Market......