- Business Models for the E-Conomy
- The Plan Is the Thing
- Customer Touch Points
- Content Will Always Be King
- Instant Global Presence
- Outsourcing Is Always an Option
- New Expectations for Customer Service
- Ongoing Internet Marketing
- The Law Catches Up to E-Business
- Shifting Markets
- A View from the Real World
- Change Is Constant, Change Is Good
Customer Touch Points
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Keeping the customer at the center of your business requires attention to customer touch points.
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You must know your customer in detail and be able to anticipate your customers' needs.
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Even if you outsource, you must still own the customer touch points.
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Customers in the New Economy are more informed and sophisticated and expect personalizationof information, products, and services.
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You (or your partners) must deliver personalized value at each and every touch point.
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You must fire the customers you can't afford to service.
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As customers change, you must evolve your systems, processes, and people in order to keep the customer at the center of your business.