In Search of Overhead Heroes
Strategy + Business — “To overcome this, we examined the best consumer-focused technology vendors, companies that are known for understanding and satisfying consumer demand. We studied Apple’s development of the iPod, Dell’s distribution model, and IBM’s sourcing strategies. We interviewed product and account managers at leading technology vendors and trained our staff in how to deal with consumers. We also explored how these vendors reported their success, identified their shortcomings, and changed their services.”
Summary? Understand and listen to your customers. Satisfy them. This isn’t rocket science but too many companies ignore their customers.