Customers Inside, Customers Outside

For a number of years, I have been posting customer-centric relationship
marketing, culture, experience, communications, research, and brand
trend subject blogs on the CustomerThink international portal. Much
that is customer-centric in nature has been impacting organizations in the
way they set up enterprise architecture, create customer experience, and
communicate with the customer base and the larger world of consumers. Reflective of everything transpiring in the customer arena, almost in
real time, the 12 (really 13, but who’s counting?) inclusive months from
August 2012 to August 2013 have been particularly active, with a baker’s
dozen of my blogs during this time selected as “Editor’s Top 10 Picks” in
the CustomerThink Advisor Newsletter. Many of the blogs have stimulated
comment and further dialogue, and I’m extremely appreciative of the
interest they have created. This compendium of close to 30 blogs is offered
for your reference and application. Note that blogs selected as “Editor’s
Top 10 Picks” are identified with a + following the title. For added reader
utility, I have prepared an overview at the beginning of each subject chapter and also offered observations, perspectives, and recommendations at
the conclusion of each subject chapter.
For many organizations, the 2012–2013 inclusive period is truly
a customer-centric year, and we’ve seen enterprise customer centricity
become recognized as one of the most important cultural focus challenges
and opportunities for any organization. This has been occurring both inside
and outside of the enterprise, and so companies must be aware of them, and
sensitive to changes in inside and outside dynamics. As an active blogger,
addressing all things customer-centric, I’ve done my best to cover key inside
and outside issues; and my pieces are divided into five subject areas