Customer Focus
Customer Focus
There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...
A thought-provoking vision of tomorrow’s competitive environment that calls for the abandonment of yesterday’s conventional wisdom. Hanan contends that in order to compete in this new environment, enterprises must...
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...
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...
The Service Profit Chain demonstrates that leading companies maintain their leadership position by managing The Service Profit Chain - a quantifiable set of relationships that directly...
Although the classic brand management system, initiated by Procter & Gamble, has worked well for many decades, it is often not so effective in dealing with today’s emerging market complexities, competitive...
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,...
The executives and managers of today are highly sophisticated, educated, and informed buyers who select professional advisers from increasingly competitive service industries. Thus, these advisers must do more than...
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 Moreover, because the Net’s infrastructure is largely in place, technology no longer represents a competitive edge.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...
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...
