Building a Customer-Centric Culture

Contents

Copyright

Introduction

Supply Chains Built for Speed and Customization

A New Supply Chain Option

The Model in Action

Barriers to Adoption

Which Features Increase Customer Retention?

Attracting Customers Versus Retaining Them

Computing ROI

Implications of Our Findings

Putting Our Insights Into Practice

The Coming Consumer Data Wars

Improving Customer Service and Security With Data Analytics

The Power of Consumer Stories in Digital Marketing

Relating to Stories

Evaluating the Impact

Leveraging Consumers’ Stories

How Should You Calculate Customer Lifetime Value?

Unmuddling CLV

How Customers View Self-Service Technologies

Need for Employee Interaction

Convenience

Transaction Speed

What Unhappy Customers Want

A New Approach to Complaint ...