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Assignment:
· Reading: "Marketing Reading: Customer Centricity" (HBS)
· Reading for discussion: "Ordinary heroes of Taj" (HBS)
Customer Centricity and Product Creation
1. What does it take to be a customer centric organization?
2. Why aren't all brands and companies such?
3. What makes the Taj so unique?
4. How do we learn about customers? In health care? In social enterprises? In B2B, B2C?
5. What makes for a customer centric culture? Whose job is it to be customer centric?
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