Frances Frei, Professor at Harvard Business School
The Walker Webcast
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How to Win by Putting the Customer at the Core of Your Business?
In order to be great, you have to be bad. You need a reliable funding mechanism. These companies that are customer centric, they just give away stuff. They think that that's good service. It's not sustainable. And then the last part of it is that for me to deliver like the absolute best service to you, Willie, I'd want you to participate in the production of it. Allowing people to come in and co-produce it really helps. But that freaks out people. So I find that there are four things that you have to get right in order to genuinely, to your point, have the customer at the center of it. Most of them are
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