Redesign your company. Listening smart is harder than it sounds. A small grocer embraces some big ideas about great service. Every company says it's customer-focused. Every mission statement promises great customer service.
All executives claim they want close customer relationships.
Don Peppers knows how to put the rhetoric to the test. To do that, you have to identify your customers, differentiate them, interact with them, and finally, customize your products or services to meet their needs. These profiles offer tools for delivering great service that you can apply today. Some customers are simply worth more to you than others are. And different customers also need different things from you.