Harvard Business Review

MARCH 29, 2013

Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. In 1996 Tesco adopted Toyota Production System approaches to take its supply chain operations to an even higher level.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Transportation 8

Harvard Business Review

APRIL 18, 2013

retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply chain to customize their products and offers. Creating products and services for market segments of one (" mass customization ") isn''t easy. They''re using tailored suggestions to drive customer loyalty.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

JULY 3, 2015

Creating models based on co-creation requires identifying the subset of customers with the right kind of brand affinity. These four types of customers represent different levels of brand affinity: 1. Transactors : These customers have no loyalty to your brand. Customers cannot be coerced into co-creating.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

APRIL 30, 2013

Most people think standard operating procedures are a strait jacket that limits their flexibility. They can actually make it easier to tailor customer experiences at low cost. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. Customers Health Operations'

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8