haku: @author Morrison, D. / yhteensä: 5
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| Tekijä: | Slywotzky, A. Morrison, D. |
| Otsikko: | The Rise of the Active Customer |
| Lehti: | Marketing Management
2001 : JUL-AUG, VOL. 10:2, p. 22-27 |
| Asiasana: | CUSTOMERS RELATIONSHIP MARKETING COMPANIES ANALYTICAL REVIEW |
| Kieli: | eng |
| Tiivistelmä: | Everyone has a story to tell about a customer - service snafu-from incompetent clerks and endless telephone holds to waiting for a repairman who never shows up. The author of the article states that in an imperfect world of customer service, most customers prefer to cut to the chase and help themselves. They know what they want, and they want to get it as quickly and conveniently as possible. Digital technologies are playing a huge role in allowing companies to serve the active customer without reliance on company talent. The author of the article also states that if you love your customers, set them free with digital systems. |
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