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Publisher's Summary

What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships - while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost?

This is the promise of a connected strategy. New forms of connectivity - involving frequent, low-friction, customized interactions - mean that companies can now anticipate customer needs as they arise or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency.

In this book, Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in various industries, Connected Strategy identifies the four pathways - respond-to-desire, curated offering, coach behavior, and automatic execution - for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. 

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2019 Harvard Business School Publishing Corporation (P)2020 Gildan Media

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  • Amazon Customer
  • 02-02-21

truly a must listen

this is the next Good to Great or Lean Start Up. perfectly researched, segmented, and with applicable worksheets. when you think about how early adopters of a lean method advanced their careers, Connected Strategy can do this for yours.

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  • Michael J Birdsall
  • 20-01-21

A good starting point

it's a bit repetitive and takes baby steps through ideas. it's useful if you're new to using data to improve customer experience. it might be interesting if you are dealing with data projects that don't quite deliver. perhaps the most useful is the implication that data is a strategy decision owner by the c suite