Published by:
Harvard Business Publishing
Length: 2 pages
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Abstract
Studies show that companies with customers whose affinity goes beyond loyalty to love can charge a 15% to 20% premium for their service. But simply being customer responsive or customer focused won''t get you there. You''ve got to get everyone in the company thinking about customers'' needs; you''ve also got to give them the tools to solve customers'' problems. This article presents seven concrete examples of what customer-centrism is--and isn''t.
About
Abstract
Studies show that companies with customers whose affinity goes beyond loyalty to love can charge a 15% to 20% premium for their service. But simply being customer responsive or customer focused won''t get you there. You''ve got to get everyone in the company thinking about customers'' needs; you''ve also got to give them the tools to solve customers'' problems. This article presents seven concrete examples of what customer-centrism is--and isn''t.