FRED WIERSEMA customer strategist • change agent • best-selling author
What Turns Winning Companies Into
Magnets for Customers
"Create superior value where it matters most to your customers. Enrich their results. Engage them deeply. And shape a winning culture to sustain the edge."
Buyers gravitate to firms that make a true difference to their well-being. They pick suppliers that ferret out and resolve their burning or nagging problems, all along giving them peace-of-mind. They champion the ones that affect their bottom line and enrich their experiences. They savor the companies and brands that treat them as special.
Astute managers keep asking themselves: How do these winners build reputations that make them magnets to customers, both in terms of attracting and growing them? What are the decisive roles of 1. inspiring leadership, 2. superior value creating practices, and 3. a pervasive customer culture in creating a veritable difference in the marketplace? Most critically, how does this affect what we aspire our business to excel at and be best known for? And exactly what will it take us to get there?
For three decades, answering these questions has been the core thrust of my research, my work with senior teams in many of the world's leading corporations, and a series of influential books, including the WSJ, NYT and #1 Business Week best-seller The Discipline of Market Leaders (co-authored) and its sequel Customer Intimacy, as well as Customer Service-Extraordinary Performance, and The New Market Leaders, with over a million copies in print in 18 languages.
In my interactive customer intimacy workshops and management development programs, execs take a hard look at their firm's customer interaction practices and leadership profile.
My acclaimedkeynote presentations have energized business audiences from 50 to 5,000 people in 29 countries on five continents to build more productive customer connections and shape a winning culture.
Doctorate from Harvard Business School. Best known for seminal research on market leadership and for advancing the practice of customer intimacy. Featured by the business press, CNN, CNBC, BBC and various other media.
Former business school professor and senior executive in high-tech ventures and in management consulting.
In private practice since 1995, working with business leaders in Fortune-500 companies and entrepreneurial firms, mostly in North America and Europe.