Customer Intimacy vs. Customer Satisfaction

CO2

These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 3) Customer Intimacy – Best Overall Solution.

Gutting the Talent Bench

Lead Change Blog

What is your organization’s claim to fame—operational excellence, customer intimacy or product leadership? If your focus is customer intimacy, do the employees who personally excel at operational excellence and product leadership feel engaged or disenfranchised in your workplace? Career Development Value Creation Workplace Issues Change Management coach creativity Innovation Leadership manage people management people management

Are You Leading Cash Registers?

Lead Change Blog

I am in a big hurry and we are holding up this line of customers.” And, maximizing the clerk’s productivity meant keeping her focused on the rules of the registry more than on the concerns of the customer. The customer. She might have missed customer service training.

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Creativity - The Key To The Challenge of Complexity for CEOs

Six Disciplines

In a recently released study from IBM , based on face-to-face conversations with more than 1,500 chief executive officers worldwide, “creativity” has been identified as the single most important leadership competency for enterprises seeking a path through this complexity. Creativity is the most important leadership quality, according to CEOs. By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority.

The Small Business Advantage

Six Disciplines

As organizations increase in size, the leadership team moves from generalists to specialists who are responsible for a particular business area. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.

The Small Business Advantage

Six Disciplines

As organizations increase in size, the leadership team moves from generalists to specialists who are responsible for a particular business area. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.

Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

They can actually make it easier to tailor customer experiences at low cost. 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 Customers Health Operations

IBM at 100: How to Outlast Depression, War, and Competition

Harvard Business Review

Know your customers intimately. Faster, cheaper and more nimble competitors had eaten away at Big Blue's market leadership. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts. He then set about transforming the company to rekindle IBM's historic commitment to customer intimacy, to make the organization much more integrated, and to streamline operations.

Embracing Digital Change Requires a Clear Strategic Focus - SPONSOR CONTENT FROM DXC TECHNOLOGY

Harvard Business Review

Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others. Leadership teams, recognizing that technology’s supporting role has changed, have also reordered their thinking about digital leadership. Internal departments and employees were once seen as the CIO’s customers.

CIO 8

What Apple, Lending Club, and AirBnB Know About Collaborating with Customers

Harvard Business Review

The idea of “co-creating” with customers has been circulating for years, but until recently few companies effectively exploited its power or understood its contribution to the bottom line. By leveraging customer networks and their tangible (e.g. Your customers are waiting.

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Can Anyone Stop Amazon from Winning the Industrial Internet?

Harvard Business Review

But who is likely to assume leadership in creating and capturing economic value in Type 3 products: Digital natives or industry incumbents? Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. They’ve won the customer’s trust, which is why customers are willing to share data. Alfred Eisenstaedt/Hayon Thapaliya/Getty Images.