Chapter Title/Book Title
Publix Super Markets: Achieving Customer Intimacy
Superior Customer Value: Strategies for Winning and Retaining Customers
A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers ― this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations.
Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy.
Mujtaba, Bahaudin G. and Johnson, W., "Publix Super Markets: Achieving Customer Intimacy" (2012). HCBE Faculty Books and Book Chapters. 67.