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Alan Trefler
More books by Alan Trefler…
“A lot of companies across the globe are going to die over the next few years, not because of macroeconomic stress but because there is an entire emerging generation of customers who hate doing business with them.”
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
“Whenever businesses reflexively set things up to herd customers into certain group behaviors, they create disdain and dissatisfaction. Customers in general do not react well to these kinds of things. Gen C customers broadcast their disdain into their social worlds. They have a natural inclination against being thought of in a purely transactional way. They don’t like it when you treat them like prisoners to your conception of how to do business with them.”
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
“You need to know why customers are interested in engaging in general and with you in particular. You need a clear picture of what you should be offering to particular customers, not just what you’ve already offered to the many other customers in your massive database. You have to identify where your customers, present and future, prefer to be served—across which channels, locations, and business jurisdictions. And you need to know how you are going to deliver what your customers expect, not just how you’ve done it before.”
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
― Build For Change: Revolutionizing Customer Engagement through Continuous Digital Innovation
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