The customer is king

The customer is king

Value creation in the service economy

The relationship the organisation has with its customers is becoming more and more central to operational management. Companies and organisations have increasingly become service providers; products barely represent any differential value. However, service providers mustn't focus even more on serving the customer but should in fact exert more influence, according to where the customer is in their self-actualisation process. Sometimes they will be gentle and supporting, and at other times decisive and corrective. Besides a strategic choice with regard to Treacy and Wiersema's well-known value disciplines, it requires a strategic choice with regard to customer management discipline. 

To find out more about our work for The customer is king, please contact us directly 

Hans P Brandt

M +31 20 750 95 65

Bob van der Lee

Managing director, Total Identity
T +31 20 750 95 58