Human-led strategy. Image sourced from Pexel.com
Strategy is inherently about calibrating the levers we can control to compel customers to act or think about our product, service, or brand in a certain way.
In this way, strategy at its heart should be human-centred, and it should spur a concurrent customer experience. Can someone please explain that to my bank?
Recently, I had a problem with my bank account that remains unresolved. Though my relationship manager has since apologised, citing ‘back office’ issues, I find two issues problematic with this response:
First, had the bank used the plentiful data they h
To continue reading this article you need to be registered with Campaign. Registration is free and only takes a minute. Register Now or sign in below if you already have an account.
