Get ready for interview guest to challenge everything you thought you knew about customer centricity! Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania, and the author of the book, Customer Centricity.
- distinguishes between customer-friendly and customer-centric companies
- outlines the problems with providing “super-super customer service” to every customer
- describes the difference between growth through customer equity and brand equity