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Great Service Has to Be Institutionalized if It Is to Become the Norm

David Rance -

Product Innovation Is Wired Into Apple’s DNA, and It Shows

Denis Pombriant -

That Gee-Whiz Technology and Souped Up Strategy Won’t Get Your Company in Gear Without a Fine-Tuned Process

Dick Lee -

The One Good Thing About a Downturn

Phil Dourado -

Customer-Centric Salespeople Are Four Times More Effective

John Todor -

Web 2.0 Emerges Strong in McKinsey Survey

Vandana Ahuja -

Alterian Vies for Industry Leadership in Multichannel Marketing

Bob Thompson -

The Four Steps to Customer-Centricity

William Band -

Can Starbucks Still Be a “Third Place” When Customers Drive Through?

Jim Barnes -

GE’s Jeff Schaper: “We Change Our Focus From the Product Out to the Customer Back”

Jim Dickie -

Don’t Ask if You Can’t Act

Lior Arussy -

How Do You Sell Cars? Forget Big Change and Just Focus on Making a Strategic Connection to Your Customers

Silvana Buljan -

The Wedding Registry: Automation Killed an Age-Old Focus on the Customer

Alan J. Zell -

How to Keep Customers in a Downturn

Phil Dourado -

Using Metaquality to Build Customer-Centric Cultures and Operations

Alan See -

IT Can’t Be Customer-Centric Unless It’s Integral to the Business

Liz Roche -

Who Will Invest in the Customer Experience? Amateur Winemakers Will

John Todor -

It’s Like Let Me Use Metaphors to Totally Get My Point Across

Lynn Hunsaker -

Where the Bucks in Online Marketing Are: Are You Ignoring High-Spending Boomers?

John Todor -

When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm

Natalie Petouhoff -
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