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Ingredients of Customer Centricity: Extreme Creativity

Customer Experience determines not only whether a brand survives, it determines if it thrives. In this series of articles, our goal is to elucidate and extrapolate the various ingredients of customer centricity. First, an organizational shift towards adopting a customer-first mentality (Extreme Customer Obsession), and then how to timeously act on your renewed understanding of …

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Ingredients of customer centricity: Extreme Speed

Customer centricity requires brand owners to step outside the boundaries of their business and look at their value proposition through the eyes of their consumers. It’s the Copernican Revolution of the 21st century, and in this series, we’re evaluating the three core ingredients to becoming a truly customer-centric organization: Extreme Customer Obsession, Extreme Speed and …

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New Managing Directors appointed for our Ghent and Paris offices

Changing of the guard at InSites Consulting. From July 1, 2019. Hakim Zemni will take up the mantle as the new Country Manager for our Paris office, after 7 years of heading our Ghent team. He has been a member of the InSites Consulting team for more than a decade with a strong focus on …

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Ingredients of customer centricity: Extreme Customer Obsession

We are in the midst of a Copernican Revolution; businesses that revolve around their customers are outperforming and outlasting those brands that believe their customers ought to revolve around them. The Copernican Revolution of the 21st century is that of Customer Centricity. To become a more customer-centric organization, there are three core ingredients to consider: …

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Customer centricity: the new Copernican revolution

Some 450 years ago, Nicolaus Copernicus concluded that the Sun (not the Earth) is at the center of our solar system, and that the Earth revolves around the Sun, not the other way around. The proclamation caused quite a stir back in the day, but that’s what paradigm-shifts tend to do. Today, we are faced …

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Unfolding the innovation DNA: PILOT

In our Innovation series, we endeavored to unpack the DNA characteristics of Innovation. We started with Friction, explored the role of Passion, and now comes the third and final characteristic – embracing a perpetual beta approach. In other words, adopting a Pilot mentality. Dieter Deceuninck, Global Director Strategy & Insights for Waters and Aquadrinks at …

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Unfolding the innovation DNA: PASSION

In our previous blogpost, we discussed the first tier of the innovation model, Friction – the unmet need that inspires innovators to explore and shape the solution space. The driving force behind these individuals is Passion! Successful innovators are characterized by this drive and endurance to take an insight forward and turn it into an …

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Unfolding the innovation DNA: FRICTION

Are you familiar with the English proverb ‘Necessity is the mother of invention’? In simple terms, it means that we humans become exceedingly innovative when our need for something becomes essential. If there’s nothing readily available to address a particular need, we ‘invent’ it. Many innovations, especially disruptive innovations, start with a friction, a frustration, …

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Innovation’s David vs Goliath

Disruptive newcomers are threatening incumbents Innovation. Disruption. Some may think these terms are interchangeable. For instance, if you were to think of a disruptor, odds are you’ll probably think of an organization like Tesla. While this is a hugely successful business, Tesla hasn’t really disrupted the automotive industry. The business model is essentially the same …

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