Despite reports of customer centricity being the number 1 focus for organisations, more and more examples of organisations who are focused on the digital sales funnel at the expense of a customer centric approach is increasing as pressure mounts to...
“It is not about doing ‘digital marketing’, it is about marketing effectively in a digital world.” This quote from Diageo CEO Ivan Menezes sums up the role of digital in today's organisations. Digital has not been the greatest disruptor this century, consumers have...
At 6peas, we believe "customers" are the world-wide disruptor of the last decade, as opposed to technology being the major disruptor. Likewise, the last decade has seen the 2017 consumer making little distinction between Business 2 Business relationships and Business...
I am often asked about what tools I use to facilitate a customer strategy in an organisation. And one of my greatest tools is the Customer Journey Map. A Customer Journey Map is one of the greatest tools organisations can...
Empathy is the capacity to step into other people’s shoes, to understand their lives, and start to solve problems from their perspectives. Human centred design is premised on empathy, on the idea that the people you’re designing for are your...