Unlock this Executive Book Summary® now for FREE!
Already a Summary.com member? Sign in.
The Brave New Service Strategy
Aligning Customer Relationships, Market Strategies and Business Structures
About the Summary
Many companies who claim to have “relationships” with their customers mistake collecting data about customers with actually knowing them. The authors explain how to differentiate between true relationship businesses and what they call “encounter” businesses. They then show how many of the best companies reject “pseudo-relationships” in favor of enhanced encounters.
More Summaries
-
The Thank You Economy
Gary Vaynerchuk
-
This Is Strategy
Seth Godin
-
Simply Put
Ben Guttmann
-
The Great Digital Transformation
Gerard Szatvanyi
-
Outmarket the Competition
Nick Doyle
-
Snake Oil
Dan Russell