Two Wharton experts in competitive strategy and operations show how connectivity is transforming the way firms create value for customers and provide a framework for designing and implementing continuous, connected relationships, profitably.
- Sheds new light on how industries and companies are transforming how they create value for their customers through continuous, connected interactions with them.
- Explains how to design and implement customer experiences profitably in an increasingly connected world.
- Provides a framework (the 4Rs) for the kinds of design decisions that go into creating a continuous, connected strategy and shows how to make the choices that are right for your business.
- Outlines the four pathways for creating connected strategies (respond-to-desire; curated offerings; coach; and automated execution).
- Integrates "workshops" throughout the book that provide the tools for creating, designing, and implementing connected strategies.
- Based on consulting and teaching executives in a broad array of industries, from start-ups to Fortune 500.
- Illustrates concepts and strategies with detailed company examples.
Audience:
- Senior executives who drive strategy and the design of the customer experience.
- Managers at every level who are involved in any aspect of executing strategy and delivering the customer experience.
- Consultants, especially those at the intersection of strategy, operations, and customer experience.
- Academics, especially those teaching strategy or operations.
Announced first printing: 25,000
Laydown goal: 4,000