Are You Undervaluing Your Customers? (Harvard Business Review)

The true purpose of a business, Peter Drucker said, is to create and keep customers. Most managers understand this, but few behave as if they do. Under relentless earnings pressure, they often feel cornered, obliged to produce quick profits by compromising product quality, trimming services, imposing onerous fees, and otherwise shortchanging their customers. This short-termism erodes loyalty, reducing the value customers create for the firm.

https://hbr.org/2020/01/the-loyalty-economy?utm_medium=email&utm_source=mkto&utm_campaign=OPT-Bain-Insights-2020-01-22&utm_term=the-loyalty-economy&mkt_tok=eyJpIjoiTnpOaFlUZGhORGcwWm1ReCIsInQiOiJ5Zm5RY0pRZ2hhWXZCOFBQZXJoNmdqR1BoVGM2M1pFZG5KbmV5N1QwQ2ZQNGwyb2ZuYVBDakpCSitqOGMyQzRaUzZaRzVLYytZaHJYTDNYb0x0QXJzcUN3M09NRnNpa0JadzY2TmNJQlhzM1FsVVBCMWtuMkFEa1RucTdqY3E2NiJ9

Rob Markey

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