How P&G, Kimberly-Clark, and Marriott Are Getting Back to Basics in Customer Experience

Marketing Profs, March 20, 2007 — There's no use longing for the return of the good old days. The new world of electronic information and global competition is here to stay. Customers will no longer simply gravitate to the brands, products, services, and organizations their parents trusted. Instead, they will continue to experiment, change, talk back, and exercise their newfound freedom of choice in ways that make life for organizational leaders increasingly challenging.