The age of the customer is here. To prove this, we analyzed recent economic and survey data and reviewed the practices of over a dozen companies that have made customer-focused transformations. We found that customers are now more mobile, consume more reviews, and buy more online than ever before.
Companies must respond by becoming customer-obsessed and adopting four mutually reinforcing market imperatives:
This transformation happens locally, from the bottom up, and globally, with the backing of the CEO, CIO, and CMO.