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What Customers Really Want Scott McKain

Six ‘disconnections’ hit you like tonnes of bricks from Scott McKain’s What Customers Really Want’ ( www.pearsoned.co.in). The first disconnect is that customers want a ‘compelling experience,’ even as business blithely supplies ‘customer service’. Second, customers want ‘personal focus’ – not the ‘product focus’ businesses are busy with. Similar mismatches are: endless prospecting rather than think of reciprocal loyalty, sameness in the place of differentiation, confusion where coordination is expected, and status quo in response to demand for innovation. The challenge is “to build a corporate culture that is so customer-obsessed that you and your employees create innovative approaches to bridge the gap and resolve the six disconnections that impair customer relationships and client loyalty.” Valuable read.

D. Murali

http://BookPeek.blogspot.com

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