It is wonderful and highly validating to see Irving Wladawsky-Berger write about this topic and highlighting Johnson and Johnson as a sterling example of a company that has embraced customer-centric capitalism. He even quotes the J&J credo, which readers of this blog may recognize from seeing it here a few years back.
While we have not quite reached tipping point, social media is tilting in the direction of sustainable Capitalism which Cleverly Centers on Customers….after all Capitalists without Customers are Capitalists without access to Capital! 🙂
Wladawsky-Berger’s whole article is well worth reading – tip of the hat to Alvis Brigis for pointing it out recently in his blog.
Three years into a revolution in Conversational Commerce, with tens of thousands of “Proof of Concepts” and a myriad of marketplaces for microservices and APIs, there’s good cause for decision makers to take pause and examine past successes and failures along with future options.
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Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
Customer loyalty programs are often equated with simple “earn/redeem” reward schemes, which cannot address “loyalty” in its entirety. Learn how to achieve customer experience excellence using “Redefined Customer Loyalty Programs” as a framework to enable your company to gain & utilize a deep data-driven understanding of your customers.
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