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ISBN: 0470848898, 9780470848890Издательство: John Wiley & Sons
Год издания: 2002
"McKean’s compelling book reveals how companies must compete for customers as ‘people’ in this new customer era and why shareholders will suffer if they falter." Horst H. Schulze, Founding President, Ritz-Carlton Hotel Company "The rise of customer power is one of the most important trends in business today. As John McKean points out in his compelling new book, successful firms are using the power of the Internet and related technologies to humanize their interactions with customers. This means building trust and working toward a win-win outcome based on convenience, simplicity, honesty and openness." Erik Brynjolfsson, Schussel Professor, MIT Sloan School Co-Director, Center for eBusiness at MIT "Deluged by technology buzzwords and designer customer approaches, it’s sometimes easy to forget that human beings are the real secret to business success. But John McKean hasn’t forgotten it, and his powerful book is a testament to...