Thursday, June 05, 2008

'The six disconnections'

Book Mark
What Customers Really Want
Scott McKain
( http://www.pearsoned.co.in/)

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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