Customer Focus
Customer Focus
“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-...
One Size Fits One extends the one-to-one future revolution, so eloquently described by Peppers and Rogers, to reveal an exciting, new relationship-based culture that focuses on both customers and...
A new business paradigm of one-to-one production, marketing, and communications. The authors provide a detailed description of life after mass marketing -a life that focuses on share of customer, rather than...
A new definition of value that explains how to create and add value within each of the key processes of marketing, engineering, acquisition, manufacturing, and customer service, while simultaneously integrating these...
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...
Revolution is spreading across the economy. In every industry, buyers have increasingly become more demanding and less loyal. They are refusing to pay prices inflated by layers of middlemen, whom they do not perceive...
The service sector has substantially impacted the U.S. economy, generating 44 million new jobs in the past three decades and softening the effects of every recession since World War II. Added value has moved from the...
The premature arrival of the future is a major problem for business managers. Most businesses are involved in what happened yesterday rather than in managing what will happen tomorrow. Today is all that you can control...
In 1912, the Procter and Gamble Company introduced Crisco, a solid vegetable shortening that was created in the lab and advertised as a replacement for the usual animal fats. P&G then turned from product...
