Getting Over the Bar: A Training Guide for Winning Customer Gold

Abstract

Reebok’s bet on two relatively unknown decathletes to break Nike’s stranglehold on the track-and-field market was a bold move. You must be equally as bold as you design your supply chain to connect with customers. Delivering unbeatable customer value is a great start, but it isn’t enough. To turn customers into fans, you also need to create remarkable experiences. Dan and Dave’s story is your guide to developing critical capabilities needed to win in the world’s toughest arena—the heart and mind of the customer. Let’s take a closer look at how training for the decathlon can help you earn customer gold.

Keywords: Customer value, Capabilities, Customer Satisfaction, Customer Service