Tag Archives: customer focus

The Power of Who and the Power of Focus (Part 10)

For many years, we have espoused the idea of knowing Who should be your customer, and, sometimes more importantly, Who should NOT be your customer. Some recent research suggests that this is powerfully true in terms of customer satisfaction as … Continue reading

Posted in customer satisfaction, Focus | Tagged , , | Leave a comment

Customer-Centricity Is More Than Promotional Hype

A lot is written about the importance of customer-centricity and customer experience. Research by Watermark Consulting shows that companies that provide better customer experience create a better total stock market return that the S&P 500 and customer experience laggards. Thus … Continue reading

Posted in airlines, customer service | Tagged , , , , | Leave a comment

Where Walmart Went Wrong

Since Walmart’s recent announcement that they were closing a bunch of stores, pundits have chimed in about what’s wrong. A recent article at Forbes.com entitled, “Walmart’s Outdated Management Style Is Failing Customers,” suggests there is something wrong with their ability … Continue reading

Posted in customer service, retail, Spending time with customers | Tagged , | Leave a comment

Disconnected

Is Benetton irrelevant? Wasn’t that long ago they were making headlines with their controversial ads and trend setting clothing. Today their once target market now says they are really for “an older generation.” But that older generation doesn’t seem to … Continue reading

Posted in Marketing, retail, Spending time with customers | Tagged , , , | Leave a comment

GM and a focus on customers

As you undoubtedly know, General Motors exited from bankruptcy today. The new company will focus on “customers, cars and culture.” As part of the announcement they stated that “Top executives at the new company will focus on business results, new … Continue reading

Posted in Automobile Industry | Tagged , , | Leave a comment