Customer Genius: Becoming a Customer-centric Business
The old ways of attracting, serving and retaining customers no longer work. Google has become the starting point for most customer interactions today. Technology enables customers to have the upper hand in a negotiation. They are far more aware and informed, far more wary of generic, glib marketing message, and their service expectations are conditioned by their experiences across sectors. Companies need to learn to create and capture value in new ways.
Publisher,John Wiley & Sons
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