BCG Perspectives Customer Approach

This article from the Boston Consulting Group provides information on how to obtain new customers, as well as how to develop relationships with older ones. The number one failure most businesses face is not looking at their products and services “as an end-to-end customer journey” and seem to neglect the customer experience, though this is arguably the most important output of a business. Bottom line, according to this article, is respecting the customers’ journeys.


Applicability to Business

  • Customer service is the key to effectively running any sort of business
  • Growing through customers is a great way to grow as a business
  • Customers are an output to most businesses


Learning Outcomes

  • Ensure that your customers’ journeys are tracked
  • Ensure that customer satisfaction is the most important output in your business