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.)