Customer Focus
Customer Focus
If you're in marketing, advertising, or branding, consider this: While it used to take three television spots for a product to register with its intended audience, it...
In The Pursuit of Something Better, authors Dave Esler and Myra Kruger tell the story of U.S. Cellular’s revolutionary transformation under the leadership of CEO Jack Rooney. Rooney’s instrument of...
For years, marketers have had to work by assumptions. Using only a few standardized test questions and sales figures, they have had to piece together effective marketing campaigns that would hopefully deliver the buzz...
In Who’s Your Gladys? Marilyn Suttle and Lori Jo Vest present ten companies that have achieved remarkable success by focusing on customers and building long-term relationships. These companies have...
A company's failure to innovate sends customers to other organizations that provide better value and convenience. Today's companies need a go-to...
Customer service has a tremendous effect on customers’ attitudes toward a company, what they tell others about it, and whether they continue to patronize that company or go elsewhere. In his book Strategic...
Fred Lee’s experiences in hospital leadership as well as at Disney led him to believe that any healthcare team can find its way to greatness if it has the passion and competence to do so. If Disney Ran Your...
Conventional sales tactics such as cold calling, sales scripts and closing questions no longer produce dramatic improvements in sales. Customers have increasing control of the buying process, and they become frustrated...
More than products or human capital, supply chains or customer service, a strong brand is the single most valuable asset a company can own. But upon close examination, many of the world’s biggest brands are squandering...
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...
