This post is part of Creating a Customer-Centered Organization.
Create Brand Superfans
This post is part of Creating a Customer-Centered Organization. Forget customer satisfaction. It’s a lagging indicator, not a leading one, and you can’t build a forward-thinking strategy based on historical data. Instead, companies need to take satisfaction to the next level and create advocates of their customers. Advocacy strongly differs from satisfaction, or even loyalty. […]
May 12, 2011
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.