Customer Focus
Customer Focus
Many firms create a brand strategy in order to inject structure and discipline into their business, but they may end up creating confusion, because the portfolio they devise is disjointed. In Brand Portfolio Strategy,...
Although the classic brand management system, initiated by Procter & Gamble, has worked well for many decades, it is often not so effective in dealing with today’s emerging market complexities, competitive...
Have you ever wondered how great salespeople achieve great sales results? Chances are these salespeople all began their selling process by...
In Customer-Driven Operations Management, Christopher K. Ahoy proposes that an organization can have an advantage over its competition if it strives to become the best by moving from survival mode to...
There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...
Many service firms are paying a high price in lost business due to mediocre service, while few firms are truly oriented toward quality customer service. Businesses often don't understand customers and their priorities...
- Everything an individual or company does or produces contributes to its reputation. Reputation is an intangible asset, but a very important...
In today's competitive business world, attracting and retaining top talent has never been more crucial or more difficult, costly, and time consuming. Thus, in order to remain competitive, companies must strive to...
In A Complaint Is a Gift, Janelle Barlow and Claus Møller present the right way to handle complaints while retaining customer loyalty and trust. Regardless of industry, the truth for all businesses is...
Not only is emotion central to human life in terms of its role in interactions with family and friends, it is also becoming increasingly recognized as a critical aspect of interactions in the service economy. In fact,...
