McKinsey quote of the day

“The opportunities to use customer analysis to change behavior go way, way beyond what is in the marketing domain—it goes to how we think about profitability, how we align channels, how we align the service propositions, how we align the operational experience, and how we understand which elements of products or categories are good for acquiring and retaining customers.”

Michael Ross, chief retail scientist at EDITED, on how businesses can conduct better customer-base audits in a recent Author Talks interview

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