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Customer‐centred growth: five strategies for building competitive advantage

Richard Whiteley (Vice‐Chairman and co‐founder of The Forum Corporation and Diane Hessan is Executive Vice‐President. This article is excerpted from their recent book: Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage published by Addison Wesley)
Diane Hessan (Executive Vice‐President. This article is excerpted from their recent book: Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage published by Addison Wesley)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1996

3644

Abstract

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.

Keywords

Citation

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/EUM0000000004282

Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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