In the new economy, how can companies give away so much and still make money?
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Now more than ever, companies/organizations must place a high priority on gauging their customers' experience with them. And I mean the TOTAL experience ---all touch points from sales, customer service, usage of product or service to post-sales and tech support. It must begin with upper management's commitment and it needs to be filtered throughout the organization.
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Today more than ever, successful marketers will follow the principals found in Theodore Levitt's "Marketing Concept". I was introduced to Mr. Levitt's concept while a marketing major at Northeastern University back in the early 1980's.