Is there more to understanding an increasingly diverse customer base and improving their experience? How can emerging insights about employee diversity apply to the world of customers?
An intense focus on customer centricity has caused organisations to reconsider the diversity of their customer base as well as customer engagement. But how do organisations transition from seeing their customers less in terms of broad segments and more in terms of a market of one? And how do organisations engage diverse crowds? Portuguese academics…
Brands and associations are using the rich video medium to tell diversity stories in colourful – sometimes confronting – ways.
Approaches to customer segmentation have evolved beyond categorising people into broad demographic-based groups like ‘women’ or ‘youth’.