Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company can use the concept to improve their customer experience.
“If you think about the relationship that you form with the customer, it’s all about personalization and customization.” – Christian Terwiesch
“Every business has to answer two questions: the what and the how. What are the needs of the customer and how do you fulfill those needs?” – Christian Terwiesch
“The power of a connected strategy is that you can do more with less.” – Christian Terwiesch
“Connected strategies are not just about technology or data. They’re about relieving your customers’ pain points by creating an information exchange.” – Nicolaj Siggelkow
Nicolaj Siggelkow is a Professor of Management and Christian Terwiesch is a Professor of Operations and Information Management at the Wharton School, University of Pennsylvania. They co-direct Penn’s Mack Institute for Innovation Management and cowrote Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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