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…

We don’t trust salespeople because they are mostly obsessed with satisfying their own interests, not the customer’s. This must change. “Hi. Are you looking for shoes?” I’ve just walked into a shoe store and the sales person switches to high alert. She smells money. “So what are you looking for today? Perhaps these ones?” I…

Nasser Abdulrahman Rafi, CEO Emaar Malls Group says tenant sales at Dubai Mall contribute to 5% of Dubai’s GDP. Emaar Malls’ flagship mall celebrated a footfall of 80 million visitors last year and the company also unlocked significant value by going public. Nasser Abdulrahman Rafi was ranked No. 7 at the TRENDS-INSEAD co-presented TOP CEO…