Looking at leaders: Peter Fader

Our 2013 event is all about the Insights-Rich Customer Stories. With that in mind, in the months leading up to the 2013 Total Customer Experience Leaders Summit we’re going to be featuring some of our amazing customer experience leaders here on the blog.


This week, let’s take a look at:

Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania

Fader’s keynote will be on the topic of “How Can Customer Centricity be Profitable?

Many experts are touting the virtues of
‘Customer Centricity’ as a valuable emerging
business model, but there is a lot of confusion
about what this concept means ‘ and
uncertainty about whether and how it actually
leads to greater profitability. The purpose of
this session is to bring clarity to both of these issues. We begin with a brief review of Professor Fader’s recent book (‘Customer Centricity: Focus on the Right Customers for Strategic Advantage‘) but then dive deep into the profitability question. We examine the main tactical ‘building blocks’ underlying customer centricity and point out some subtle but important insights to help managers make the most effective and efficient use of each of them.

Check out this video from Wharton Digital Press for a glimpse into the topics Fader will be sharing at the Total Customer Experience Leaders Summit.

For more about the Total Customer Experience Leaders Summit and our featured speakers, visit our website and download the brochure. Register as a reader of our blog with code TCEL13BLOG to save 15% off the standard registration rates. Visit the webpage to register today.