Customer Focus
Customer Focus
Customer Culture draws on lessons from some legendary sales and service enterprises, particularly FedEx and UPS, as well as midsized concerns, small businesses, and startups, to demonstrate how leaders and managers can...
The unmet needs of customers are everywhere today in products and services that are not carefully designed and, therefore, fall far short of their potential. This situation in which clients either do not get what they...
Many organizations are struggling today because unlike successful customer-centered enterprises, they have remained internally focused. Their distracted managers and employees seek business opportunities everywhere...
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...
During the past few years, hundreds of start-ups appeared on the Internet. Hundreds went public, becoming instant blue chips, and allowing many investors to see their Internet stocks increase in value by 400 percent or...
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...
From focus-group findings, common patterns offer valuable insights about how customers define and evaluate service quality. As perceived by customers, service quality can be defined as "the extent of discrepancy...
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...
Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis...
