Building a Customer-Centric Culture

Table of contents

1. Cover
2. Copyright
3. Contents
4. Introduction
5. Supply Chains Built for Speed and Customization
   1. A New Supply Chain Option
   2. The Model in Action
   3. Barriers to Adoption
6. Which Features Increase Customer Retention?
   1. Attracting Customers Versus Retaining Them
   2. Computing ROI
   3. Implications of Our Findings
   4. Putting Our Insights Into Practice
7. The Coming Consumer Data Wars
8. Improving Customer Service and Security With Data Analytics
9. The Power of Consumer Stories in Digital Marketing
   1. Relating to Stories
   2. Evaluating the Impact
   3. Leveraging Consumers’ Stories
10. How Should You Calculate Customer Lifetime Value?
    1. Unmuddling CLV
11. How Customers View Self-Service Technologies
    1. Need for Employee Interaction
    2. Convenience
    3. Transaction Speed
12. What Unhappy Customers Want
    1. A New Approach to Complaint Resolution
    2. Understanding the Specific Needs of Customers
13. How to Drive Customer Satisfaction