Customer Focus
Customer Focus
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...
Robert H. Bloom believes that every company inherently possesses the leverage they need to launch their product or service toward greatness. The Inside Advantage explains the strategy and tools...
In Pay Attention!, Ann Thomas and Jill Applegate present a guide for addressing the customer service challenge in a modern age where consumers are more skeptical, demanding, and self-reliant. Things...
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...
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...
An anthropological study seems like it ought to take place deep in untamed jungles with wildly exotic cultures, but Paco Underhill has founded a company based on applying the principals of environmental psychology to...
In Inside the Mind of the Shopper, Herb Sorenson challenges retailers’ prevailing assumptions about shoppers’ needs, wants, and behaviors. His findings from decades of in-store research indicate that...
Some companies are focused on making the next one-off deal with a new customer, while others provide ongoing transactions and focus on developing ongoing relationships with their customers as they strive for a deeper...
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...
In the age of consumerism in healthcare, hospitals must reexamine their traditional practices and provide greater sensitivity and responsiveness to patient preferences. In Reinventing the Patient Experience...
