The fuel emission scandal that’s engulfed Volkswagen has taken a big toll on its brand value, a new report finds. According to YouGov’s daily brand tracker BrandIndex, which assesses consumers’ impressions about brands, Volkswagen has seen a 50 percent dip in its brand impression following revelations about the scandal on September 18. Positive consumer feelings…

Organisations that want to become customer-centric must shift their focus from tools towards people in the organisation in order to get employees thinking like their customers. Customer-centricity is a mindset first and a set of processes and tools later. As customer-driven organisations increasingly establish themselves in the global business marketplace, the concept of customer-centricity needs…