Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...

In business, “collaboration” is the default answer to the question, “How can we drive a philosophy of customer-centric behavior across our company?” While collaboration is indeed necessary, it’s not ...

In the words of Wal-Mart founder Sam Walton: “There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” In ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

Organizations stand at a crossroads with their marketing teams that can prove paramount to their financial success. Down one lane are those organizations that remain product-focused and concentrate on ...

Companies today face daunting challenges. According to our most recent Global CEO Survey, business leaders understand that threats to their long-term viability are growing and that they need to ...

Yahoo Racing is powered by Motorsport Network, providing expert reporting, analysis, and insider access across the world’s top racing series. Let’s be honest, self-centeredness is an ugly trait – not ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...