完全以客户为中心。大多数公司甚至都不知道这一点意味着什么。他们对于能从每位客户身上赚取或损失多少钱毫无概念，往往也不会根据客户的需求，为不同的客户或客户群提供不同的产品与服务。但一流的公司都会这样做。

    其中，亚马逊（Amazon ）一马当先，实现了长期以来宣布的目标——成为“地球上最以客户为中心的公司”，公司股价也在持续攀升。在另一个完全不同的行业中，富国银行（Wells Fargo）自2003年起开始实施以客户为中心的策略，如今已成为美国最有价值的银行。沃顿商学院（Wharton）教授彼得•费德指出：“富国银行的客户家庭平均拥有5种以上不同的银行产品，差不多是行业平均水平的两倍。”

    这三项策略在当今世界有点格格不入。采用这些策略需要勇气。别怕。因为它们会奏效的。勇敢些，满腔热情地实施这些策略，信心满满地面对衰退，保持微笑。

    译者：早稻米

    They get radically customer-centric.Most companies don't even know what that means. They have no idea how much money they make or lose with each customer, and they don't craft genuinely different offers for different customers or customer segments based on those customers' needs. But top-performing companies do.

    Amazon (AMZN) is the reigning champ, achieving its long-declared goal of being "Earth's most customer-centric company"; the stock just keeps climbing. In a much different industry, Wells Fargo (WFC) has become America's most valuable bank, with a customer-centric strategy since 2003. Wharton professor Peter Fader notes that "the average Wells Fargo household has over five different bank products, roughly twice the industry average."

    These three strategies are a bit contrarian in today's world. Following them demands courage. Fear not. They work. Be brave, adopt them with enthusiasm, march confidently into the gloom, and smile.