6 Steps to Customer Obsession (and Why)

Disruption Rules… For more than eleven decades, Gillette ruled the world of shaving. In 2010 it had a 70% market share, now today (2021) it is around 54%. The emergent market leaders are a pair of start-ups, Harry’s and Dollar Shave Club.

The newcomers’ secret includes understanding changing customer needs, a narrow product line, incisive data analytics coupled with social media savvy, no middlemen, right…