Marketing
What strategy to adopt to best position yourself against competitors? How to anticipate the changing needs of customers? How to develop the client capital?
L’impact de l’e-réputation sur le processus d’achat
The results of an opinion poll on the behavior of online buyers.
Can a goldfish show you how to excite your customers?
Fabian Hieronimus
Ten ways to inspire your consumers to lead them to talk about you.
The chemistry of enthusiasm
Domenico Azzarello, Frédéric Debruyne, Ludovica Mottura
Recognize the impact of individual front-line employee contributions on customer satisfaction.
Silo Busting: How to Execute on the Promise of Customer Focus
Ranjay Gulati
When customer focus becomes a key driver for breaking down organizational silos.
Developing First-Level Leaders
Andreas Priestland, Robert Hanig
How can you ensure that your front-line managers feel fully concerned and engaged?
Co-opting Customer Competence
C.K. Prahalad, Venkatram Ramaswamy
Firing Up the Front Line
Jon R. Katzenbach, Jason A. Santamaria
Encourage the engagement and judgment of front-line employees.