Customer Centricity Playbook

Mentioned this book by Peter Fader and Sarah Toms before, awaiting a copy.  Good topic.   Podcast and transcript. Now do we utilize this truth in engaging, marketing, servicing?  See also my previous post on the book.

How to Find Value in Every Customer

Wharton's Peter Fader and Sarah Toms discuss their new book, The Customer Centricity Playbook Customers are not monolithic. There are high-value customers, low-value ones, and plenty who fall in the middle. But they all matter for businesses that want to make the most out of them. That’s the message in a new book by Wharton marketing professor Peter Fader and Sarah Toms, executive director and co-founder of Wharton Interactive. The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Fader and Toms recently spoke on the Knowledge@Wharton radio show on SiriusXM about the importance of being customer centric.

An edited transcript of the conversation follows: .... '