Interview with Prof. Peter Fader on his new book “customer centricity”. What it is, what it isn’t, and why it matters. Prof. Fader argues that while most business observers think Starbucks and Apple are customer friendly, in reality they are not customer centric. These companies are not doing enough to understand their customers and serve the high value ones. They treat each customer the same. By understanding customer lifetime value at individual level companies can make their valuable customers even more profitable. Listen to the 14 minute interview I did with Prof. Fader during his visit to Boston.
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