Why Are Most Customer-Centricity Programs Missing Critical Elements of Success?
To keep pace with rapidly changing business environments, companies are under the gun to put customer at the center of everything. How successful are they? What obstacles get in the way of success?
Harvard Business Review asked 315 business executives and discussed the findings with Sunil Gupta, professor at Harvard Business School and chair of the general management program, Joseph Michelli, author of The Starbucks Experience, Melissa Sturno, VP of Marketing and Customer Experience at Fresenius Medical Care and Joseph Agresta, chairman the Mercedes-Benz Dealer Board in North America.
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Mercedes-Benz was great about listening to customers, but it took us a while to listen to employees, understand what engages them, and provide the necessary training" - Joseph Agresta, Chairman the Mercedes-Benz Dealer Board North America.
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