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 …
2014 Keys to Profitability: Getting more customer centric Read More »
This is a new series on Twisted Thinking. Now we could go a lot of places with this topic, but it is intended to show what happens when companies (or entire industries) get too focused on themselves and on short term profits and don’t think about the long term value of customer intimacy and providing …
Twisted thinking – #1 Airline pricing takes the cake Read More »
In a letter to the employees of Groupon, Andrew Mason the co-founder and CEO [who was just booted out by the board this week] left these words: “If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are …
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 …
Top 10 Travel Distribution Fallacies – #4 A customer is a customer is a customer Read More »
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” …
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 …
