Harvard Business Review

MARCH 29, 2013

While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Transportation 8

Harvard Business Review

NOVEMBER 13, 2015

Heat map data can then be used to compare stores and departments (or theoretically, even create rankings of employees) which all could be used to optimize the retail experience for particular customer segments. The digital tools we describe here deliver this elixir.

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

JULY 3, 2015

These four types of customers represent different levels of brand affinity: 1. Transactors : These customers have no loyalty to your brand. Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Your success is theirs, whether the rewards are monetary or intangible.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

APRIL 18, 2013

Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations. They''re using tailored suggestions to drive customer loyalty. Companies know far more about their customers by analyzing all the data they collect on them.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

APRIL 30, 2013

Yet at the same time they use these standards as a springboard for creating unique solutions for each customer based on a deep understanding of their needs. (I I call this understanding and tailoring "customer intimacy" ). The result is a powerful combination that fulfills two customer value propositions at the same time.

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8

Harvard Business Review

MARCH 12, 2014

Customer tracking data is typically sent to the location analytics vendor where it is analyzed and accessed via online dashboards that provide actionable data tailored to the needs of specific employees — from the store manager to the executive C-suite. We are in the Age of the Customer. not visiting competitor venues).

Retail 9

Retail Customer Intimacy Apparel Wireless 9