customer centricity Tag



Best Buy
by Freddy Tran Nager, Founder of Atomic Tango + Guy Who Likes Tools (The Non-Human Kind)… My father runs 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, it began crushing everything. Mom-and-pop shops that had served the community for decades got flattened. Some store owners heard the best way to beat the low-price leader was through customer service – after all, : “It’sRead More
McDonald's Double Cheeseburger
by Freddy Tran Nager, Founder of Atomic Tango + IMC Instructor and Practitioner; photo by BrokenSphere via Wikimedia Commons; note – buying through the affiliate links in this article supports the Atomic Tango martini fund… 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 ivoryRead 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