Customers who are a pain in the neck are really the great customers

I found this story on Marlin Steel’s road to resilience very inspiring for many reasons.  Please note paricularly:

“The final line of defense for Marlin lies in the customers it targets: Greenblatt wants the toughest ones, the kind who make his competitors roll their eyes. “What I realized is that the customers who are a pain in the neck are really the great customers,” he says. “Some people might say, ‘Those guys [at Marlin] are crazy expensive.’ But we find the people who appreciate that. I’ve never sold anything to Walmart.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Consumer-Driven Innovation, Customer Immersion, Customer Insight, Innovation. Bookmark the permalink.

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