Indifenent de industria în care își desfășoară activitățile, companiile își centrează acțiunile în jurul clientului, așa cum este explicat și în Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences de Eric Berridge, unul din titlurile noi de la editura Wiley.
“Obsesia” pe care se bazează acest titlu accentuează cum o astfel de abordare poate construi o strategie infailibilă pentru compania ta.
Remember Kodak, the little yellow box factory out in Rochester, New York? They seemed like they had been part of our lives since . . . forever. But everything changes, and some organizations manage those changes better than others. When was the last time you bought a box of Kodak film, or any film for that matter? Kodak, the photography giant, failed to navigate the shift from being a chemical company selling film and processing to the era of social media. Kodak thought it was competing with digital photography. Wrong. It clearly didn’t understand its customers. Its customers were not buying digital photos. They were buying memories and creating and recreating their identities. As soon as a better alternative emerged, Kodak was toast; simply not agile enough to recognize and make the change. So, what was that better alternative for creating identities? Facebook started it all, followed by other social media giants like Instagram and Twitter. And you can count on the memory making business changing again. Maybe it will come in the form of the Apple watch or another type of wearable, or maybe in the form of something altogether different.
Comandă Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences, prin Books Express, librarul tău personal.