RELATIONSHIP TECH

The drive to relate to the consumer intimately,…

…to the point of encouraging prosuming, can be articulated as a series of progressive goals:

1) to create what the customer wants
2) to remember what the customer wants
3) to anticipate what the customer wants
4) finally, to change what the customer wants

Each of the missions elevates the firm’s commitment to the customer and raises the customer’s involvement with the firm.

 

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This is a blog version of a book of mine first published in 1998. I am re-issuing it (two posts per week) unaltered on its 10th anniversary. Comments welcomed. More details here.
-- KK