Leadership in today's ever-changing world is driven by staying aware, remaining agile and taking action.Staying in touch with the thoughts and opinions of your core audience is harder than you might think. We conducted a customer experience and asked both consumers and customer experience professionals if they thought they were receiving or providing a personalized experience.
Authentic and timely feedback is essential. We have to question assumptions and validate what employees, customers and the market perceive. WeChange fatigue is inevitable. With customer expectations fluctuating all the time, defining the right strategy is difficult—and deciding when to change course is even harder. Implementing processes and tools to enable agile decision making across your organization is critical, and customer sentiment has the power to be the differentiator.
Remaining agile paid off. Voyages have resumed, and vacationers have returned to the sea. Today, demand for cruising is exceptionally strong, and the company smashed expectations with its 2023The importance of agility bleeds into all industries. One of our customers, e-commerce mattress brand Helix Sleep, was looking to expand its offerings into the pillow market—a new territory—and quickly realized that what it thought its customers wanted was entirely different from its original concept.