商品敘述：

Thanks to technologies that enable constant, customized interactions, businesses are building deeper ties with their customers. Firms can now address customer needs the moment they arise--and sometimes even earlier. By employing "connected strategies," companies are dramatically improving their customers'' experiences, boosting their own operational efficiencies, and gaining competitive advantage. In their research the authors have identified four effective connected strategies: "Respond to desire," which entails filling customers'' requests quickly and seamlessly; "curated offering," or presenting personally tailored recommendations; "coach behavior," or reminding people of needs and goals and nudging them to act; and "automatic execution," or anticipating what people want and delivering it without even being asked. To get the most out of these strategies, firms must understand customers'' privacy preferences, build new capabilities, and use the learning from repeated interactions to shape future ones.

涵蓋領域：

Big data;Client relationship management software;Customer service;Sales and marketing

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