Building A Customer Centric Culture
From supply chains to user ratings, this guide, a compilation of insights from MIT SMR, offers advice for each step of the customer journey. As customers grow more discerning and have more information at their fingertips, leaders need a guide to help them attract, satisfy, retain, and even win back the powerful consumer.
Articles included in this collection:
Supply Chains Built for Speed and Customization
By ManMohan S. Sodhi and Christopher S. Tang
Which Features Increase Customer Retention?
By Rebecca W. Hamilton, Roland T. Rust, and Chekitan S. Dev
The Coming Consumer Data Wars
By Thierry Mennesson
Improving Customer Service and Security with Data Analytics
By Sam Ransbotham
The Power of Consumer Stories in Digital Marketing
By Renée Richardson Gosline, Jeffrey Lee, and Glen Urban
How Should You Calculate Customer Lifetime Value?
By Neil T. Bendle and Charan K. Bagga
How Customers View Self-Service Technologies
By Sheryl E. Kimes and Joel E. Collier
What Unhappy Customers Want
By Marc Grainer, Charles H. Noble, Mary Jo Bitner and Scott M. Broetzmann
How to Drive Customer Satisfaction
By Rolph E. Anderson, Srinivasan Swaminathan and Rajiv Mehta