The Step Change Blog

The latest thinking on business, strategy, marketing and sales

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April 1, 2019

How Retailers Can Win at Delivering a Superior Customer Experience

Customer Journey, Marketing Strategy, Retail, Customer Centricity

Online stores are heightening the competitive space for brick-and-mortar retailers. What was once solely a problem for book stores is now becoming a problem even for giant big-box companies: people are buying all of their products online.

People, especially the younger generations, are finding less of a need to go to a physical store because they can shop from the comforts of their own home. This is a big problem for retail stores — or a great opportunity to deliver a superior customer experience.  

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August 9, 2018

Is Your Value Proposition Supercharged with Customer Insights and Predatory Thinking™?

Predatory Marketing, Customer Journey, Step Change, Branding, Customer Centricity

Your business is only one of hundreds or thousands competing for your customer’s attention. It’s a marketing battleground. And if your goal is to win the war, you need to differentiate yourself in a way that actually matters to your customers.

Whilst this sounds obvious, it’s not. All too often, businesses assume they understand what is important for their customers.

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May 23, 2018

6 Ways to Identify Unmet Customer Needs

Customer Journey, Business Strategy, Standing Out, Innovation, Disruption, Customer Centricity, Lean Principles

UPDATED: As of 21 July 2022

Finding a product, a service, or a niche that delivers results largely depends on understanding exactly what your customer needs. And in a time when the competition is manic and ruthless, it is all the more essential to deliver a high-quality product and service that gets the right traction.

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May 22, 2018

Customer Engagement: How Would These Strategists Win More Customers?

Customer Journey, Business Strategy, History's Greatest Strategists, Customer Centricity

If great strategic thinkers like Anita Roddick, Jean Nidetch, and Mother Teresa would run your business, how would they transform your customers into raving fans?

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