The internet has revolutionised commerce. Its power has to be harnessed to drive business improvement across all areas of customer engagement.
Frequency – requires responses at a very rapid rate.
Key participants – increasingly all staff.
Leadership rating: Leadership7
For too many ‘the web’ began as and remains an electronic billboard – slightly more sophisticated, but essentially static and unidirectional. There are very few – notable well-known exceptions are perhaps Amazon, Apple, Facebook and Twitter – which have really unlocked the power of the web to make it dynamic and interactive. Despite its power and ubiquity, many use Google, for example, as an accelerated ‘look-up’ directory, and even though ...