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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.

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The Senior Leader’s Checklist for Shaping Company Culture

Next Level Blog

Back in my own days as an executive, I was hugely influenced by a book called The Discipline of Market Leaders. The authors argued that companies had to pick between one of three paths to value creation and success in the market – operational excellence, customer intimacy or product leadership.

Company 246
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The Number 1 Tip to Ensure Returns on Your Firm’s Digital Strategy

N2Growth Blog

A review of the project identified an opportunity to build an online customer support portal as a means to better capture and understand customer needs; Sales Support Project: A global manufacturer determined that its sales force performance was less than stellar.

Strategy 187
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The Small Business Advantage

Six Disciplines

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.

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The Small Business Advantage

Six Disciplines

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.

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Customer Intimacy, Meet Operational Excellence

Harvard Business Review

As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.

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Good Cybersecurity Can Be Good Marketing

Harvard Business Review

” As a result, marketers and their employers are missing a potentially powerful brand- and business-building opportunity: leveraging online security measures as a way to build trust with shoppers, which will ultimately lead to increased sales. Online security and customer intimacy go hand in hand.