Stimulus Checks and Customer Strategy
If the U.S. government is considering handing out checks to the general populace, then there's no denying that an economic downturn is at least on the minds of lawmakers and the public. Interest rate cuts and other measures to stave off a recession make top news these days. Don Peppers and Martha Rogers, Ph.D. see this as an opportunity for businesses to work toward building customer value in both the short and long term.
Today's lead 1to1 Weekly article highlights a key point in their new book, Rules to Break and Laws to Follow. A company's primary responsibility -- to its employees and shareholders, as well as customers -- is to create the greatest possible value from the customers and prospects available.
An economic downturn will uncover all the failings inherent in capital-centric, Wall Street-obsessed, short-term focused behavior. Customers are the only source of organic growth for a company, and they are a scarce productive resource, like capital or labor. Companies like Costco and FeeDisclosure.com are using this idea to build customer value that can weather both good and bad economic times.
What firms have you encountered that excel at creating customer value?
Related Entries
