Customer Focus
Customer Focus
Most companies know that they need to become more customer-focused, but because their systems, metrics, and strategies are based on an outmoded product-centered view, they are unable to implement this transformation...
On the Web, differentiation by location, price, and/or product is meaningless. Moreover, because the Net’s infrastructure is largely in place, technology no longer represents a competitive edge. Thus, in order to...
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 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...
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,...
“One-to-one marketing is customer-driven competition.” Just a few years ago, however, this form of marketing was prohibitively expensive to the traditional marketer. But now, in today’s Interactive Age of microchip-...
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...
The social transformation of capitalism taking place today is changing the way companies maximize their value to society as a whole, not just to shareholders.
These “humanistic” companies create emotional,...
In Flip the Funnel, Joseph Jaffe suggests beginning with the customer’s purchase or action instead of ending with it. This restructuring of the traditional marketing model creates opportunities for...
