
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
-
Get to Aha! Andy Cunningham
-
Enchantment Guy Kawasaki
-
Buyology Martin Lindstrom
-
Trust Agents Julien Smith, Chris Brogan
-
Mass Affluence Paul Nunes, Brian Johnson
-
Brand Currency Steve Susi