Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organizations how to build a customer-centric culture.
“Be careful with how you manage your customers. Make sure that you’re not accidentally firing your customers. That’s not what customer-centricity is about.” – Sarah Toms
“Recognize the heterogeneous nature of your customer base and don’t create a one-size-fits-all approach.” – Sarah Toms
“When it comes to your customers, don’t celebrate averages. Celebrate differences.” – Peter Fader
Sarah Toms is the executive director and co-founder of Wharton Interactive. She works with The Women in Tech Summit and techgirlz.org to support women and girls in the technology field. Recently, she co-authored The Customer Centricity Playbook with Peter Fader.
Peter Fader is a professor of marketing at the University of Pennsylvania’s Wharton School. He is the author of Customer Centricity: Focus on the Right Customers for Strategic Advantage. Recently, he co-authored The Customer Centricity Playbook with Sarah Toms.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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