customer centricity Tag



Best Buy
by Freddy Tran Nager, Founder of Atomic Tango + Guy Who Likes Tools (The Non-Human Kind)… My father ran a plant nursery up in Oregon, and for years he enjoyed a steady business with few disruptions beyond the weather. Then one day Walmart lumbered into town, and like a scene from a Godzilla flick, they began crushing everything, including mom-and-pop shops that had served the community for decades. Some store owners heard the best way to beat the low-price leader was customer service — after all, : “It’s all aboutRead More
McDonald's Double Cheeseburger
by Freddy Tran Nager, Founder of Atomic Tango + IMC Instructor and Practitioner; photo by BrokenSphere via Wikimedia Commons… So I’m reading IMC The Next Generation by Professor Don E. Schultz, the father of integrated marketing communications. This seminal book offers some good approaches to marketing management, such as value-based customer segmentation and goals-based budgeting, with a large side-order of raw naiveté, the . But what inspired me to write this isn’t Schultz’s ivory tower myopia but his Golden Arches slam on pages 167-168: “On any given day, 11 percentRead More
customer centricity
by Freddy Tran Nager, Founder of Atomic Tango + A Guy Who Loves His Customers (well, most of ’em)… Q: What consumer and market research guided the iPad development? Steve Jobs: “None. It isn’t the consumers’ job to know what they want.” – from the New York Times Customer centricity argues that companies should restructure their strategies and operations to put customers in the center. What’s wrong with that?Read More
Listening To Customers
by Freddy Tran Nager, Founder of Atomic Tango + Italian Cuisine Junkie; photo from the movie “The Big Night” (see below)… The way social media-philes talk, you’d think that businesses had been ignoring customers for thousands of years. The socmeds ascend their virtual mounts and issue pronouncements like “2010 will be the year of listening to the customers needs” and “customer service is the new marketing.” [Update 3/10/2019: I had to update that link to a more recent article, since the original disappeared. Nearly ten years later, I had noRead More