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.
Harvard Business Review
NOVEMBER 13, 2015
New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. One of the most exciting areas of development is the marrying of mobile apps, location sensing technologies (e.g.,
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Harvard Business Review
JULY 3, 2015
It starts by understanding customers’ affinity with the brands. Through our research on network-centric businesses and our experience advising hundreds of companies we have developed a framework for understanding customer affinity. These four types of customers represent different levels of brand affinity: 1.
Harvard Business Review
APRIL 18, 2013
The biggest changes, not surprisingly, are in the marketing function, itself — the source of these new, more detailed customer insights. Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations.
Harvard Business Review
APRIL 30, 2013
For example, we are building a development platform for the iPad, and defining how it will interact with our electronic medical record system. 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
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