COVER STORY
The Changing
Customer Landscape
By Carolyne Gathuru
"To deliver sustainable customer
experience excellence that drives
brand success, organizations
must strive to anticipate, meet
and exceed customer expecta-
tions. This requires an assess-
ment of the changing customer
landscape, and the need to re-
wire corporate strategy for fluid
change. "
50 MAL32/19 ISSUE
"Although politics is not the
mainstay of marketing and
customer experience profession-
als, and customer etiquette de-
mands avoidance of this topic
for risk of generating emotional
upheaval in conversation, it is
mandatory for political moni-
toring to be done to assess im-
pact on the customer, and to
inform any brand adjustments
that need to be done."