 “John’s
powerful book is a timely reminder that an organization’ s people
and technology can too often divorce themselves from customers
rather than enabling what really matters… each human interaction.
John clearly illustrates how to transform a customer’s reaction from
“I don't want to be loyal, and will shop around on price, value,
range, convenience” into “you showed that you understand me as a
consumer and person, so I trust you and am loyalty to you”.
Clive Humby FIDM, Chairman
Tesco Customer Analytics
|
