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"The Marketing Mavens is based on a four-year long research program that spanned twenty-five industries, identifying long-term winners and what they do differently. Put simply, Marketing Mavens place customers at the center of their business and make marketing everyone's job. Using a wide variety of intriguing, in-depth examples, from ESPN to the Mayo Clinic, Dr. Capon shows how the mavens create customers. How by placing the sports fan at the center...
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"Companies face increasingly demanding customers and a lack of skilled workers to serve them. At the same time, networked "smart" technologies - from Web sites in retailing to kiosks in shopping - are enabling managers to recruit machines into "front-office" roles that both drive down the costs of consumer interactions and deliver more satisfying customer experiences." "In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that this...
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