俘获顾客的心.pdf

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1、Capturing the Hearts&Minds of CustomersFrancois Millard,Vitality LtdWhich company is considered Earths most customer-centric company?4Earths most Customer Centric CompanySource:MIT Video Productions,”Jeff Bezos(Founder and CEO,Amazon)“Earths Most Customer-Centric Company Differentiating With Technol

2、ogy”November 25,2002.https:/ Vision:(circa 2002)To be Earths most customer centric company.To be the place to find discover and buy anything you want online.To use technology to drive innovation.Very precise definition of what Customer Centricity is:Listen InventPersonalize.5Earths most Customer Cen

3、tric CompanySource:The Imperatives of Customer-Centric Innovation,by Daniel Slater,Worldwide Head,Culture of Innovation,AWS https:/ Dec 2022“As companies grow and scale,maintaining focus on meeting customers requirements at speed becomes more difficult as other business imperatives and pressures(e.g

4、.cost,infrastructure,competition)arise.But the necessity of understanding your customers needs and desires,and rapidly inventing solutions that meet those needs,is more critical than ever for companies looking to remain innovative in an increasingly uncompromising business environment.”6“Jeff,what d

5、oes Day 2 look like?”Source:2016 Letter to Shareholders,AWS https:/ Dec 2022“Day 2 is stasis.Followed by irrelevance.Followed by excruciating,painful decline.Followed by death.And that is why it is always Day 1.”There are many ways to center a business.You can be competitor focused,you can be produc

6、t focused,you can be technology focused,you can be business model focused,and there are more.But in my view,obsessive customer focus is by far the most protective of Day 1 vitality.7Which Day is Insurance Companies Operating in?Insurance is sold not bought.Sales(underwriting)process has not fundamen