customer intimacy

2014 Keys to Profitability: Getting more customer centric

There are many books and studies that document the value of customer centricity and its relationship to profitability.   Our favorites include the Go Giver by Bob Burg and John David Mann and Customer Intimacy by Fred Wiersama.   Both talk about shaping your culture and your partnerships around the customer. At Solutionz, we believe that […]

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Top 10 Travel Distribution Fallacies – #4 A customer is a customer is a customer

A customer is a customer is a customer Customers come in all shapes, colors and sizes and like it or not, they are multi-channel. Once you think you know your customer, they change behavior [and channels] without notice. Sometimes it is a shift due to a change in purpose of trip or who they are

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GBTA Aftermath: Is it just more Chaos and Conflict or are we really ready for Customer Obsession?

click logo to see original newsletter Forrester Research: CMO & Marketing Leadership First Look, Summer 2001 Like you, I get literally hundreds of emails a day.  I spend about half a second on most of them, with my finger hovering over the delete key.  Today, this one made me stop and it was this “teaser”

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Individual Relationship Management (IRM™) – putting Mobile and GPS Innovation on steroids

This is a continuation of our series on IRM™ – Individual Relationship Management.  To catch up, see the first two part series, authored by John Fleming of Solutionz.   Part 1 – The flaw in Customer Relationship Management (CRM) as the sole approach to Customer Intimacy Part 2 – Individual Relationship Management (IRM) trumps CRM We

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