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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

 

4

Recognize, Request, and Respond

Building Connected Customer Experiences

Here is a typical customer experience that you’ve probably come across: David sits in his home office, about to print a set of urgent letters, when his printer runs out of toner! He grumbles, gets into his car, and drives to the nearest office supply store. He wanders the huge store until he finds the toner aisle. Hopefully, he remembers the exact printer model he has. Is it the HP Office JetPro 6978 or the HP Office JetPro 8710? Each uses a different cartridge, even though they look pretty similar. He decides it is the 6978 (turns out it’s his lucky day and he is right). He grabs a multipack because the store is out of single cartridges, and he prays that his aging ...

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Publisher Resources

ISBN: 9781633697010