Title of Article: Customer Intimacy and Other Value Disciplines
Authors: Michael Treacy and Fred Wiersema
Outlet: Harvard Business Review
Publication Date: February 1993
Article URL: https://hbr.org/1993/01/customer-intimacy-and-other-value-disciplinesLinks to an external site.
Week 2 from class discussed the concept of customer intimacy and how it is applied to achieving business goals. Customer intimacy is defined as “delivering unique and customizable products or services that better most customers’ needs and increase customer loyalty” (Phillips, 2020). The HBR article relates to Week 2 as it discusses how businesses who practice customer intimacy will go out of their way to ensure their customers are fully satisfied with every aspect of their business, which in turn leads to stronger customer loyalty.
More specifically, the HBR article highlights HomeDepot’s approach of having well-trained staff who are knowledgeable and eager to assist customers with their hardware needs. This includes giving personalized advice on the project they are working on, their budget, and the comfortability of executing it.
Works Cited:
Phillips, J. M. (2020). Strategic Staffing (4th Ed.), Chicago Business Press.
Treacy, Michael, and Fred Wiersema. “Customer Intimacy and Other Value Disciplines.” Harvard Business Review, Jan. 1993, https://hbr.org/1993/01/customer-intimacy-and-other-value-disciplinesLinks to an external site..
Written by Mikael La Ferla
Mikael La Ferla 