Concept
Customer Obsession
2 books in the library reach for this idea - each in its own way. When independent authors converge on one concept, it usually deserves attention.
Anything You Want
How this book uses it: Sivers answered every customer email personally for years. This created loyalty no marketing budget could buy.
The Everything Store
How this book uses it: Every decision starts with the customer, not the competition. Ask "What does the customer want?" before "What can we do?"
