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.
Harvard Business Review
APRIL 18, 2013
Creating products and services for market segments of one (" mass customization ") isn''t easy. The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. They''re using tailored suggestions to drive customer loyalty. Collaboration Marketing Operations'
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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. Operate your new co-creative digital business.
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'
Harvard Business Review
MARCH 12, 2014
By capturing data on 15,000 visitors passing through the festival entrances and comparing it to customers who visited their restaurants two months prior to the festival and two weeks after, they concluded the festival resulted in 1,300 net new customer visits. Operations. We are in the Age of the Customer.
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