Summary
Customer obsession — that is, putting the customer at the center of your leadership, strategy, and operations — enables your company to sense and respond to market circumstances. Yet Forrester’s annual state of customer obsession research has found that retail companies are just average compared to other industries. This case study focuses on the success of Tractor Supply Company and shows retail leaders how to deliver on customer obsession through a customer-focused mentality, strong strategy, and continuous improvements.
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