The New Market Leaders: Who's Winning and How in the Battle for Customers

HBS grad Fred Wiersema takes an in-depth look at top companies across industries—including financial services, media/entertainment, and consumer products—and reveals their strategies for success. He tossed out common ways of measuring company success (i.e. company size or market share), theorizing that the ability to win customers was the greatest indicator of business success. UPS is profiled for its awareness of how customer perception makes or breaks business. When customers felt they needed a reliable way to track their packages, UPS created an online tracking system, thereby recognizing that drivers with ownership shares in the company were measurably more reliable and trustworthy workers. New Market Leaders offers best practices, and some unorthodox ideas, that may be just what your business needs to navigate the road to profitability.