Publisher Description
Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out.
Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers . . . and then there is pretty much everybody else.
In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand why customer centricity is the new model for success in today's data-driven environment; how the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don't; why the traditional models for determining the value of individual customers are flawed; how executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; and more.
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About Peter Fader
Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania. He is also the co-director of the Wharton Customer Analytics Initiative, an academic research center focused on fostering productive collaborations between data-driven firms and top academic researchers around the world. He has been quoted and featured in the New York Times, the Wall Street Journal, the Economist, the Washington Post, and on NPR, among other media.
About Patrick Lawlor
Patrick Lawlor, an award-winning narrator, is also an accomplished stage actor, director, and combat choreographer. He has worked extensively off Broadway and has been an actor and stuntman in both film and television. He has been an Audie Award finalist multiple times and has garnered several AudioFile Earphones Awards, a Publishers Weekly Listen-Up Award, and many starred audio reviews from Library Journal and Kirkus Reviews.