Serving Everyone Means Serving No One--and Other Truths About Customer-Centricity

If we really want to be customer-centric, we have to be willing to turn customers away. It sounds antithetical, I know. After working so hard to get people's attention, turning them away seems crazy. But if we want to pursue a solid business strategy, that is what it takes. Even the largest of companies can't afford to chase every dollar—only the dollars that align with ...Read the full article