Professor Peter Fader on Customer Centricity: Wharton Lifelong Learning Tour
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- เผยแพร่เมื่อ 4 ต.ค. 2024
- Peter Fader, Frances and Pei-Yuan Chia Professor and Co-Director of the Wharton Customer Analytics Initiative, shares insights about "customer centricity," a new management framework that allows companies to build stronger relationships with customers by better understanding their behaviors and anticipating their needs. Professor Fader made the Boston stop of the Wharton Knowledge for Action Lifelong Learning Tour.
Its 2021 and all i can say is this man is a prophet.
Pure gold, even in 2018
"rolling out the red carpet" for every customer may be grossly inefficient, but its essential...the customer's BS meter in today's world is a finely tuned machine - they see a brand's INTENT better than ever before...if youre intent is to only go above the call for customers that have a certain CLV, it may take a little while, but all of your customers will realize your true colors...treating all your customers like theyre your best doesn't mean homogenizing them and doesnt mean your practicing "one size fits all" - quite the opposite: it means giving maximum value to a single customer, at any one point in time, and replicating that effort for everyone who likes you enough to buy what youre selling
give more value than you expect to get in return, with EVERY customer...thats customer-centric
Great stuff.
Most of the organisations says that they are customer centric but they are too obsessed with their products , customers are
just incidental. They get a very small share of many customers at higher cost with high customer defections. ROI is ever increasing challenge.
I'm 11 years late. Finaly got to reading Peter's book and I have to say, this feels like dishonesty. Customer Centricity = Segregation & Deception. I guess he did say it won't work for every company, but that is not stated enough in the book. It almost felt like any company that makes a "product" is not customer centric, however one that provides "service" is customer centric. Some of the product-centric he mentions are Apple, and the customer-centric is Netflix and Tesco. Well, guess what? If your product sucks, no one will buy it. It's simple. If you don't need the volume to sustain your company, I guess the next best thing is to play with your customer's emotions. I'm sorry, but people are smarter than than, or at least I think they are. Make a good product and have good customer service. That's it. Don't make up for having a terrible product by playing with your customer's emotions. What I've learned from this book is, beware of companies that are "customer centric". I actually would prefer a company that is product-centric. Make great products that I cannot resist.
Gold
... in a non creepy way.