Thursday, June 05, 2008

'The six disconnections'

Book Mark
What Customers Really Want
Scott McKain

The culture bridge

Six ‘disconnections’ hit you like tonnes of bricks from Scott McKain’s What Customers Really Want. The first disconnect is that customers want a ‘compelling experience,’ even as business blithely supplies ‘customer service’. Second, customers want ‘personal focus’ – not the ‘product focus’ businesses are busy with.


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