CREATING A CUSTOMER-CENTERED ORGANIZATION

CREATING A CUSTOMER-CENTERED ORGANIZATION

 

Harvard Business Review Insight Center is hosting a number of articles addressing CUSTOMERS.  Worth reading!

Catch:  Creating Brand Superfans:  by Matthew Rhoden

Forget customer satisfaction. It’s a lagging indicator, not a leading one, and you can’t build a forward-thinking strategy based on historical data. Instead, companies need to take satisfaction to the next level and create advocates of their customers.

Catch:  The Coming Point-of-sale Revolution:  by Grant McCracken

Let’s see what we can learn from Dolores. Dolores is the reason a 7-Eleven in Shirley, N.Y., sells more coffee than any other store in the system. She was featured recently in an episode ofUndercover Boss. Have a look at this excerpt to see Dolores in action. (Feel free to skip ahead to the 1:10 minute mark.)

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