Suggests that companies can become customer centred by adopting five strategies: shift to a laser‐beam focus; hardwire the voice of the customer; universal collaboration; lasting customer enthusiasm rather than customer satisfaction, and a move to contact leadership.
Whiteley, R. and Hessan, D. (1996), "Customer‐centred growth: five strategies for building competitive advantage", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 47-52. https://doi.org/10.1108/EUM0000000004282Download as .RIS
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