Leading Edge - Customer experience

Leading Edge – Customer experience: the great reset

Series 3 of our podcast Leading Edge is here!

The series will once again feature an interesting lineup of Henley Business School experts with a new episode published weekly throughout the autumn of 2021.

Customer expectations differ – men versus women, digital versus physical. The perception of value depends on your goal, are you looking to save money or for a pleasurable shopping experience? Against this backdrop, how can companies succeed?

In this episode Moira Clark, Professor of Strategic Marketing at Henley Business School, discusses how customer expectations are now rising, as we emerge from the pandemic. She observes that customers are increasingly demanding, confident and grumpy. How can companies best serve the ‘want-it-now’ generation?

Listen to Moiras’s episode to hear her discuss these topics:

  • Ways the COVID pandemic altered customer expectations
  • How ease of doing business – and what that means – drives loyalty
  • Adopting a culture of customer-centricity

“I think you’ve really got to get the right kind of organisational climate if you want a good customer centric organisation.”

What will Moira keep and stop doing in the ‘new normal’?

• Continue: yoga, which she discovered at the start of lockdown, 4-5 times per week.

• Stop: having so many virtual meetings and see people in person instead.

Moira Clark

Moira Clark

Moira is a Professor of Strategic Marketing at Henley, and Founder and Director of The Henley Centre for Customer Management. She has extensive marketing consultancy experience with leading international companies, sits on several advisory boards, and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

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