points of view
DESIGNING THE CUSTOMER EXPERIENCE, A NEW CHALLENGE TO WIN INCREASINGLY DEMANDING CUSTOMERS
Posted by
Mario Bagliani
at
Jan 12 2012
Designing an effective Customer Experience is a powerful tool to look with new eyes at the relationship between company and Customers and to redesign it. It's about understanding what the Customer does and what happens in his mind before, during and after the purchase.
Investing in local and national brands as a means to compete and win in a time of crisis
Posted by
Maria Chieppa
at
Nov 29 2011
At a time of global crisis, territories have a powerful lever to consolidate its position and adopt successful strategies to compete well in the competitive world: the Brand.
Galileo Application Days - present and future of European GNSS
Posted by
Monica Pesce
at
Mar 18 2010
More than 1.000 participants gathered in Brussels between March 3rd and 5th to share knowledge, successful experiences and emerging trends on the present and future of European GNSS and to network.
1.3 WHY IS THE CUSTOMER NEGLECTED?
Posted by
Enrico Valdani
at
Jul 06 2009
Businesses find it difficult to acknowledge the crucial role played by customers when they do not endorse the simple truth the following statement brings with it: “customers are where the money comes from. “Why is the customer neglected?” is the first of a number of contributions that I shall be glad to share with you from time to time in relation to the key role played by customers
The perfect storm
Posted by
Enrico Valdani
at
Mar 16 2009
In order to depict the scenario we are currently faced with, no doubt that the perfect storm metaphor is the most effective. Also featured in a movie, the perfect storm describes an impressive weather phenomenon that occurs whenever two or more atmospheric turbulence phenomena come together, thus resulting into a truly powerful whirl. To the aim of the present article, the perfect storm is one where two distinct events converge into each other: an economic change and a structural change.
The way out of the tunnel
Posted by
Domenico Di Luccia
at
Mar 16 2009
There is always a ray of light at the end of the tunnel. This is not the first recession that we have seen, and (unfortunately) it will not be the last one either. Economic cycles generally take 8 years to complete. And when we go in a downturn (like we are going now) we tend to forget that we have been there before and we went out!
The quality of services, a challenge In hard times
Posted by
Vittorio Costella
at
Mar 16 2009
At a time like the present one, when economy is a major concern, when the crisis quits the finance quarters to affect everyone’s life, namely businesses, consumers, markets, “quality” rings nearly as a theoretical luxury. The client – meant both as consumer and as BtoB user – seems to care almost exclusively for pricing or, at best, for a profitable value for money. Accordingly, the challenge everyone is faced with concerns addressing extensively the very concept of quality trying to redefine the underlying criterion, without merely freezing or denying it.
Learning and knowledge organizations
Posted by
Roberto Liscia
at
Mar 11 2009
The turbulence witnessed in the competitive set is quickly changing the rules of the game while sweeping away all of the certainties in which shelter we had lived so far. Globalization and competition from the emerging countries, which seemed to be the number one variable we were confronted with, are just one of the countless factors that are modifying the current scenario. In fact, other equally important variables have come into play such as the role of international finance, the aging Western population and the swift change in consumers’ attitudes.
Sweeping innovations: something plannable?
Posted by
Salvatore Vicari
at
Feb 01 2009
Every now and again each and every market has to cope with unexpected, disruptive events turning the competitive set upside down. Such events identify with sweeping innovations, originating from either client turnovers or technological changes. Their
