By IMD President Dominique Turpin



In the old days marketing gurus used to say that the customer is king. Those days are over. The customer is now god.

With online platforms making it easier and easier for consumers to communicate their opinions of products and services to the whole world, and buyers now relying on candid testimonials of customers’ experience, your clients have the potential to make or break your company.

So you can’t just sit back and wait for the good or bad reviews; you have to proactively use your customers’ feedback to help you improve . . .