NOTES

INTRODUCTION

1.   Dr. Rana Mehta et al., Ayurveda 2.0: On the Cusp of Change (Kerala: Confederation of Indian Industry and Price WaterhouseCoopers, November 2018), https://goo.gl/zs7Azo; ET Bureau, “Patanjali Plans to Overtake HUL by Next Year, Not Weighing IPO,” Economic Times, January 17, 2018, https://goo.gl/bPM12M.

2.   Campaign India Team, “Goafest 2017: Patanjali, India’s Popular Ayurveda Brand to Take the World by Storm,” Campaign India, April 6, 2017, https://goo.gl/11zTzJ.

3.   Masoom Gupte, “HUL CEO Sanjiv Mehta Lists Four Easy Ways to Crack Innovation,” Economic Times of India, January 9, 2017, https://goo.gl/geJnEi; TRA Research, “The Brand Trust Report 2017 Rankings,” https://goo.gl/VCm7id.

4.   Jamshid Vayghan, “Doing the Right Thing and Doing It the Right Way,” Forbes, February 21, 2018, https://goo.gl/6Z6TyE.

CHAPTER 1 Customers Drive Disruption

1.   “Japan’s Start Today Gives Clothes Retailers a Glimpse of the Future,” Economist, August 18, 2018, https://goo.gl/1C5Rdj.

2.   Jay Yarow, “The Best Steve Jobs Quotes from His Biography,” Business Insider, October 26, 2011, https://goo.gl/qEc1Jr.

3.   Stephen Silver, “The Story of the Original iPhone, That Nobody Thought Was Possible,” appleinsider, June 29, 2018, https://goo.gl/bpHKGX.

4.   Jenni Marsh, “The Chinese Phone Giant that Beat Apple to Africa” CNN Business, October 10, 2018, https://goo.gl/cXue5f.

5.   Meng Jing, “How Chinese Smartphone Makers Compete with Samsung and Apple in Overseas Markets,” South China Morning Post, August 1, 2017, https://goo.gl/bYiZYK; Newley Purnell and Tripp Mickle, “‘It’s Been a Rout’: Apple’s iPhones Fall Flat in World’s Largest Untapped Market,” Wall Street Journal, December 18, 2018, https://goo.gl/Z2qRjf; C. Scott Brown, “Xiaomi’s Market Share Explodes in Europe,” Android Authority, May 11, 2018, https://goo.gl/BCnCuX.

6.   Arjun Kharpal, “Chinese Smartphone Makers Are Pushing into the U.S. Despite Huawei’s Struggles,” CNBC, March 1, 2018, https://goo.gl/Q5zGfV.

7.   Paul Davidson, “The Economy Is Still All About—Who Else?—Boomers,” USA Today, July 17, 2017, https://goo.gl/xSFYF7.

8.   Don Peppers, “How 3M Lost (and Found) its Innovation Mojo,” Inc., May 9, 2016, https://goo.gl/yMNXgA.

9.   Savanna Swain-Wilson, “10 Ways Gen Zs Spend Money Differently Than Their Gen X Parents,” Insider, November 28, 2018, https://goo.gl/dWYXao.

10. Goldman Sachs, “Millennials Coming of Age,” https://goo.gl/vM5vtG.

11. Graham Rapier, “Millennials’ Coffee Preferences Are Wildly Different from Their Parents’—and Starbucks Is Set to Reap the Rewards,” Business Insider, October 30, 2017, https://goo.gl/LVcgxF.

12. WebMD Health Services, “The Millennial Mindset: Health, Wellness and Control,” WebMD, March 8, 2016, https://goo.gl/8q4VY7; Joshua D. Detre, Tyler B. Mark, and Benjamin M. Clark, “Understanding Why College-Educated Millennials Shop at Farmers Markets: An Analysis of Students at Louisiana State University,” Journal of Food Distribution Research 41, no. 3 (November 2010), https://goo.gl/EMqNc4.

13. Julian Ryall, “Japan’s Millennial Men Don’t Drink, Don’t Drive, Don’t Worship Work—What Do They Do?,” South China Morning Post, February 4, 2017, https://goo.gl/zaiDFt.

14. Time Video, “How Generation Z Will Change the World,” Time, April 23, 2018, https://goo.gl/wciVmF.

15. Josh Mcallister, “The Future of the Workforce: What You Should Know About Generation Z,” HR Tech Weekly, November 29, 2018, https://goo.gl/UDgWru.

16. Jamal Carnette, “Here’s Why Investors Should Pay Attention to Campbell Soup’s Struggles,” Motley Fool, June 10, 2018, https://goo.gl/63iq5R.

17. Edmund Andrews, “Is Tech Disruption Good for the Economy?,” Stanford Graduate School of Business, January 23, 2017, https://goo.gl/DR4x1n.

18. Hans Greimel and Naoto Okamura, “Japan Recruits Subaru, Uber and Boeing to Get Flying Cars Off the Ground,” Automotive News, September 8, 2018, https://goo.gl/P1gWYP.

19. Richard Windsor, “If Waymo Is Having Difficulty, Everyone Else Must Be in a Right Autonomous Driving Pickle,” Forbes, November 28, 2018, https://goo.gl/416JF2; David Biello, “Electric Cars Are Not Necessarily Clean,” Scientific America, May 11, 2016, https://goo.gl/CWLD7k.

20. American Customer Satisfaction Index, “Publix vs. Trader Joe’s, Costco vs. BJ’s, Target vs. Walmart: ACSI Scores Show Which Retailers Customers Prefer,” February 27, 2018, https://goo.gl/AtHXnM.

CHAPTER 2 Customer-Focused Strategies Needed to Avoid Disruption

1.   William D. Cohan, “When Blue Chip Companies Pile on Debt, It’s Time to Worry,” New York Times, November 26, 2018, https://goo.gl/M4VGFA.

2.   “Policies and Practices,” Procter & Gamble, https://goo.gl/AwsM3U.

3.   Sharon Terlep and Allison Prang, “P&G, After Slight Sales Gain, Puzzled by Weak U.S. Consumer Spending,” Wall Street Journal, October 20, 2017, https://goo.gl/udEQmk.

4.   Trian Partners, “Revitalize P&G Together: Vote the White Proxy Card,” Trian Fund Management, September 6, 2017, https://goo.gl/5hRa8J

5.   Carola Frydman and Dirk Jenter, “CEO Compensation,” Annual Review of Financial Economics 2, no. 1 (December 2010): 75–102. Available at https://goo.gl/y9KU72.

6.   Sean O’Kane, “Elon Musk’s New $2.6 Billion Compensation Plan Approved by Tesla Shareholders,” The Verge, March 21, 2018, https://goo.gl/K2rtJi; Matthew DeBord, “Elon Musk Didn’t Used to Care About Short Sellers—Here’s Why He Does Now,” Business Insider, August 17, 2018, https://goo.gl/FvtLRB.

7.   Matt Egan, “Corporate America Gives Out a Record $1 Trillion in Stock Buybacks,” CNN Business, December 17, 2018, https://goo.gl/F8oZ4k.

8.   Oriana Bandiera et al., “A Survey of How 1,000 CEOs Spend Their Day Reveals What Makes Leaders Successful,” Harvard Business Review, October 12, 2017, https://goo.gl/zyJhwR; Jeff Cox, “Read GE’s Full Turnaround Plan Here,” CNBC, November 13, 2017, https://goo.gl/P2Uzun.

9.   Sharon Terlep, “Rather Than Add More Blades to Its Razors, Gillette Trims Prices,” Wall Street Journal, November 29, 2017, https://goo.gl/8wFtSv.

10. Arjun Kharpal, “Samsung Is Packing More Tech into Its Mid-Priced Smartphones to Appeal to Millennials,” CNBC, September 3, 2018, https://goo.gl/6V23xa.

11. Dan Schawbel, “10 New Findings About the Millennial Consumer,” Forbes, January 20, 2015, https://goo.gl/ZELjy8; David Kirkpatrick, “Study: 78% of Millennials Aren’t Influenced by Celebrity Endorsements,” Marketing Dive, December 4, 2017, https://goo.gl/iwkjmA.

12. Marie-Josee Cougard, “Chewing Gum Victim of Smartphones,” Les Echos, June 25, 2017, https://goo.gl/jNDiUA; Mary Pflum, “Soon You’ll Be Able to Check Out at Walmart Without Going to the Register,” NBC, October 30, 2018, https://goo.gl/1LqPSB.

13. Neil Howe, “Are Millennials Killing Name Brands?,” Forbes, November 20, 2018, https://goo.gl/moqq9X

14. Nick Kostov and Suzanne Vranica, “Turmoil on Madison Avenue as Marketers Push for Change,” Wall Street Journal, March 1, 2018, https://goo.gl/uoFRgC; Lucy Handley, “Chief Marketers Have ‘Significant Fear’ About Ad Fraud—and Here’s What Media Agencies Need to Do About It,” CNBC, September 26, 2017, https://goo.gl/FCx539.

15. Brian Pascus, “The World’s 3 Biggest Airlines Have All Raised Their Checked Baggage Fees,” Business Insider, September 20, 2018, https://goo.gl/WP471V; Brian Sumers, “Congress Warns 5 Airline Execs They Must Improve Customer Service,” Skift, May 2, 2017, https://goo.gl/dPV3Jb.

16. “The Retreat of the Global Company,” Economist, January 28, 2017, https://goo.gl/1fXbkL

17. OpenSecrets.org, “Top Industries,” Center for Responsive Politics, https://goo.gl/aPrWru. Accessed February 15, 2019.

18. Derek Thompson, “How Did Greek Yogurt Get So Popular?,” Atlantic, August 23, 2011, https://goo.gl/8NUS9u.

19. Megan Durisin, “Chobani CEO: Our Success Has Nothing To Do With Yogurt,” Business Insider, May 3, 2013, https://goo.gl/9zXpTH.

20. Steve Tobak, “Why Getting Fired Can Be the Best Thing For You,” CBS News, July 28, 2011, https://goo.gl/A513b3.

CHAPTER 3 Customer-Focus Strategy 1: Win with Current Customers before Chasing after New Ones

1.   Amy Gallo, “The Value of Keeping the Right Customers,” Harvard Business Review, October 29, 2014, https://goo.gl/rkxjSR.

2.   Panos Mourdoukoutas, “Walmart Needs to Reconnect with Customers and Employees,” Forbes, February 18, 2016, https://goo.gl/4KahVS.

3.   Gallo, “The Value of Keeping the Right Customers”; Fred Reichheld, “Prescription for Cutting Costs,” Bain & Company, https://goo.gl/WzkGmD.

4.   Heather Haddon and Laura Stevens, “Attention, Amazon Prime Members Who Shop at Whole Foods: You’re in Luck,” Wall Street Journal, June 16, 2018, https://goo.gl/meRcfC.

5.   Jack Neff, “Study: Consumers Get More Fickle Despite Billions Spent on Loyalty,” Ad Age, February 14, 2017, https://goo.gl/xGcEmJ.

6.   Laura Berman, “Macy’s Reports 11th Consecutive Same-Store Sales Decline,” TheStreet, November 11, 2017, https://goo.gl/A8K8eL.

7.   “Loyalty,” Trader Joe’s, October 14, 2017, https://goo.gl/gYVRfJ.

8.   J. P. Mangalindan, “Comcast CEO: ‘I Was Embarrassed’ by Customer Service Debacle,” Fortune, November 13, 2014, https://goo.gl/pPQABz; Stephanie Mlot, “Comcast Is America’s Most Hated Company,” PC, January 12, 2017, https://goo.gl/G68gdC

9.   Khadeeja Safdar and Laura Stevens, “Banned from Amazon: The Shoppers Who Make Too Many Returns,” Wall Street Journal, May 22, 2018, https://goo.gl/EYxErz.

10. Eric Jordan, “How Long Is a Lifetime Warranty for Luggage, Really?,” Condé Nast Traveler, June 26, 2015, https://goo.gl/tCYHGf.

11. Chavie Lieber, “How Amazon Prime Took Over Online Shopping,” Racked, July 16, 2018, https://goo.gl/Bgha6V.

12. Jonathan Vanian, “Amazon Has Over 100 Million Prime Members,” Fortune, April 19, 2018, https://goo.gl/uQtZDC.

13. Khadeeja Safdar, “Target Undercuts Amazon with Free Two-Day Shipping,” Wall Street Journal, October 23, 2018, https://goo.gl/FCL1Nx.

14. Michael R. Levin, “Amazon Prime Members Stay Members,” Huffpost, June 7, 2016 (updated December 6, 2017), https://goo.gl/eiDBvG.

15. Tanya Powley, “European Airlines Face More Cuts and Consolidation,” Financial Times, August 10, 2017, https://goo.gl/RpD9Xe.

CHAPTER 4 Customer-Focus Strategy 2: Personalization Is Not a Luxury

1.   “Starbucks Same-Store Sales,” eMarketer Retail, https://goo.gl/DF3Zin. Accessed February 15, 2019.

2.   Liza Lin and Laura Stevens, “Why Amazon Isn’t Ready for Prime Time in China,” Wall Street Journal, August 27, 2017, https://goo.gl/DKnQHk.

3.   Kelsey Lawrence, “Why Won’t Millennials Join Country Clubs?” CityLab, July 2, 2018, https://goo.gl/eqxaGm.

4.   James Cox, “Burberry Burned $36.5M of Unsold Clothes Last Year,” New York Post, July 19, 2018, https://goo.gl/rL77UC.

5.   Pamela N. Danziger, “Luxury Brands Are in Danger of Losing American Millennials: How to Get Them Back,” Forbes, September 11, 2017, https://goo.gl/tRSc5V.

6.   David Fickling, “Size Isn’t Everything, Big Auto,” Bloomberg, August 1, 2017, https://goo.gl/vZqnFG.

7.   Alex Mayyasi and Priceonomics, “How Subarus Came to Be Seen as Cars for Lesbians,” Atlantic, June 22, 2016, https://goo.gl/U8sfP4.

8.   Sean McLain, “Subaru Is Betting Big on Staying Small,” Wall Street Journal, May 21, 2017, https://goo.gl/6RLT6K.

9.   Stuart Heaver, “The Rise and Fall of the Hong Kong Tailoring Industry,” Post Magazine, August 19, 2016 (updated August 22, 2016), https://goo.gl/HjzjEM.

CHAPTER 5 Customer-Focus Strategy 3: Customers Won’t Wait

1.   Alan Wolf, “With Impatient Millennials, Website Delays Are Deadly,” Twice, October 14, 2016, https://goo.gl/Poab6q.

2.   Leon Poultney, “Hey Tesla, How Hard Can It Be to Actually Make a Car?,” Wired, April 22, 2018, https://goo.gl/m3W9vF.

3.   Joan Schneider and Julie Hall, “Why Most Product Launches Fail,” Harvard Business Review, April 2011, https://goo.gl/3HKvUY.

4.   Deborah Weinswig, “Retailers Should Think Like Zara: What We Learned at the August Magic Trade Show,” Forbes, August 28, 2017, https://goo.gl/2ejMsd.

5.   Todd Haselton, “Report Shows Why Apple Should Have Launched iPhone X Sooner,” CNBC, December 5, 2017, https://goo.gl/DjbDGf.

6.   Mike Colias, “GM to Idle Detroit Car Factory Amid Slow Demand,” Wall Street Journal, October 12, 2017, https://goo.gl/16TDns.

7.   Christopher Muther, “Instant Gratification Is Making Us Perpetually Impatient,” Boston Globe, February 2, 2013, https://goo.gl/qbYhXC.

CHAPTER 6 Customer-Focus Strategy 4: Good Enough Is No Longer Good Enough

1.   Michael Bartiromo, “Chick-fil-A to Become Nation’s Third-Largest Fast Food Restaurant by 2020, Analysts Say,” Fox News, April 3, 2018, https://goo.gl/6E6gK1.

2.   “Where Our Food Comes From,” Chick-fil-A, https://goo.gl/V6xoNJ.

3.   Kate Samuelson, “A Brief History of Samsung’s Troubled Galaxy Note 7 Smartphone,” Time, October 11, 2016, https://goo.gl/UvwZvL.

4.   Aaron Pressman, “Samsung Smartphone Sales Plummeted Worldwide Due to Galaxy Note 7, Fortune, January 31, 2017, https://goo.gl/qrDt6W.

5.   Catherine Rampell, “A ‘Big Three’ Failure and U.S. Auto Making,” New York Times, November 19, 2008, https://goo.gl/rSG33a.

6.   “Apple CEO Explains Why Apple’s Products Are So Expensive (Sort Of),” Huffpost, February 12, 2013, https://goo.gl/QqJoP4.

7.   Rune Jacobsen et al., “How Discounters Are Remaking the Grocery Industry,” BCG, April 21, 2017, https://goo.gl/7b9jvn.

8.   “Our Awards and Achievements”, Qatar Airways, https://goo.gl/LrS6CV.

9.   “2016/17 Annual Report Shows Airline’s Annual Revenue Has Increased by 10.4 Per Cent,” Qatar Airways, June 11, 2017, https://goo.gl/UzjZFB.

10. “Our Awards and Achievements,” Qatar Airways, https://goo.gl/LrS6CV.

11. “20th Death from Faulty Takata Air Bags Reported by Honda,” CBS News, December 20, 2017, https://goo.gl/k7tQbj.

CHAPTER 7 Customer-Focus Strategy 5: Disregard Strategies 1 through 4

1.   Joanna Stern, “Jeff Bezos: A Down-to-Earth CEO Reaching for the Stars,” ABC News, September 25, 2013, https://goo.gl/Mo2NEj.

2.   Grace Donnelly, “Dairy Farmers Experiencing an Organic Milk Surplus as Sales of Almond, Soy Milk Rise,” Fortune, January 2, 2018, https://goo.gl/HsE7aw.

3.   Rupali Arora, “China’s Top 100 Companies,” Fortune, August 28, 2007, https://goo.gl/nAqssp; “China Top 500 Rankings in 2018” [in Chinese], Fortune China, July 10, 2018, https://goo.gl/UACiqB.

4.   Bill Fischer, Umberto Lago, and Fang Liu, Reinventing Giants: How Chinese Global Competitor Haier Has Changed the Way Big Companies Transform (San Francisco: Jossey-Bass, 2013).

5.   Bill Fischer, Umberto Lago, and Fang Liu, “The Haier Road to Growth,” Strategy + Business, April 27, 2015, https://goo.gl/g5Srkh.

6.   Suparna Dutt D’Cunha, “PM Modi Calls the World to ‘Make in India,’ but the Initiative Fails to Take Off,” Forbes, July 24, 2017, https://goo.gl/WS53cG.

7.   “World’s Most Valuable Brands,” Forbes, https://goo.gl/vnLbQZ.

CONCLUSION: Choosing and Implementing the Strategies

1.   Stephen Adams, “Millions Taking Statins ‘Needlessly’,” Telegraph, January 19, 2011, https://goo.gl/zqgRD6.

2.   “Which Car Brands Have the Most (and Least) Loyal Owners?,” CarMax, July 12, 2018, https://goo.gl/p9mZ63.

3.   Lisa Fu, “New Cars Are Unaffordable for Most Americans,” Fortune, June 28, 2017, https://goo.gl/zVYNv3.

4.   Amazon Jobs, https://goo.gl/1wtEHi. Accessed February 15, 2019.

5.   “Customer Service,” Southwest, https://goo.gl/HsYfJS. Accessed February 15, 2019.

6.   Jay Yarow, “Apple’s Retail Secrets Spilled: Don’t Correct the Customers, Abide by the A.P.P.L.E. Code,” Business Insider, June 15, 2011, https://goo.gl/ybhyri.

7.   Julie Weber, “How Southwest Airlines Hires Such Dedicated People,” Harvard Business Review, December 2, 2015, https://goo.gl/RpSTJc.

8.   Matt Clinch, “How Apple Prompted This Country’s Downgrade,” CNBC, October 13, 2014, https://goo.gl/vfnG1u; Jason Karaian, “Finland’s Sickly Economy Is Shrinking Again,” Quartz, August 15, 2017, https://goo.gl/KXrMUZ.