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Connected Strategy
book

Connected Strategy

by Nicolaj Siggelkow, Christian Terwiesch
April 2019
Intermediate to advanced content levelIntermediate to advanced
288 pages
5h 57m
English
Harvard Business Review Press
Audiobook available
Content preview from Connected Strategy

 

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Breaking the Trade-off between Superior Customer Experience and Lowering Costs

Every business in every industry faces a trade-off between the quality of the customer experience and the costs of providing it. Adding a glass of champagne and extra legroom on an airplane makes for better travel, but it also increases costs. An electric car with a Tesla-style 85-kilowatt-hour battery can go faster and longer between recharging cycles, but it also costs more than the Nissan Leaf’s 30-kilowatt-hour battery. A hotel providing personal concierge service leads to a superior customer experience compared with a surly desk clerk handing out local maps. In short, superior customer experiences come at the price of higher fulfillment costs. How can ...

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Publisher Resources

ISBN: 9781633697010