Repeat after me: It's the customer, stupid
5/21/2001
Hot on the heels of her successful Customers.com, Patricia Seybold is back counseling companies on the customer-driven demands of today. Seybold suggests that too much attention paid to technology and not enough to customer coddling is a major factor in the current market downturn. The Internet has created a savvy breed of customer—better educated and more demanding. To win customers over, Seybold extols three principles: Customers are in control; Customer relationships count; Customer experience matters. OK, so maybe this is all kind of obvious, but Seybold believes success goes to the companies who incorporate these principals in customer-centered business strategies. Seybold uses case studies of companies that are getting it right to support her logic.