Customer Centricity: Focus on the Rig...
Peter FaderNot all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers and then there is...
The Customer Centricity Playbook: Imp...
Peter FaderHow did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit?They discovered a simple truth―and acted on it: Not all customers are the same, regardles...