Customer Focus
Customer Focus
Market research in the form of consumer focus groups, polls, and surveys has long been the normal and accepted manner for testing new products, services, and communications materials. In Consumer.ology...
Organizations that develop and sustain a customer focus have an essential competitive advantage in today's service economy. Customer-savvy companies understand that this hinges on fundamentally transforming the way a...
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...
Bolivar J. Bueno feels that the first step that a company should take in order to dominate its market is to get to know its most loyal customers, its “Brand Lovers,” and what it is that they love about the company. In...
Tony Hsieh, CEO of Zappos and one of the most widely successful e-commerce vendors on the Internet, has quickly risen through the ranks of corporate America. He has established himself as one of the premier thought...
Studies show that, because sales to existing customers are more profitable than sales to new customers, today’s businesses are recognizing that establishing long-term customer relationships is the best way to ensure...
In Emotional Intelligence for Sales Success, Colleen Stanley introduces sales associates to the idea that oft-ignored emotional intelligence skills such as empathy, rapport, emotion management, and...
From an initial investment of $100,000 and just seven cars, Enterprise Rent-A-Car has slowly, quietly grown into the largest and most successful car rental company in America. It took fifty years, some thoughtful...
The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological...
In Flipped, John Winsor describes how companies can use bottom-up marketing strategies to co-create new products and services with their customers. With the advent of Facebook, Twitter, and other...
