For too many companies, ensuring that every customer has a tailored experience remains an elusive goal. Indeed, in a 2010 survey of more than 140 North American companies, just 3 percent were identified as truly “customer-centric organizations.” Fully a third were found to be “customer oblivious.” The stakes are high. Some studies suggest that failingContinue reading “How to make your company think like a customer by F Robinson and J Brown”