Monday, March 01, 2010

Outside-In Customer Service

... Bagged salad would not have risen to what is now, a $2.5-billion-a-year industry, without a revolutionary shift to outside-in thinking that allowed companies such as Fresh Express to realize that busy consumers wanted companies to make the whole salad for them rather than simply continue to tweak the packaging of their lettuce.

Read the rest of Ranjay Gulati on the outside-in approach to customer service.

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