Try free for 30 days

1 credit a month to use on any title, yours to keep (you’ll use your first credit on this title).
Stream or download thousands of included titles.
Access to exclusive deals and discounts.
$16.45 a month after 30 day trial. Cancel anytime.
Connected Strategy cover art

Connected Strategy

By: Nicolaj Siggelkow, Christian Terwiesch
Narrated by: David Marantz
Try for $0.00

$16.45 per month after 30 days. Cancel anytime.

Buy Now for $14.61

Buy Now for $14.61

Pay using voucher balance (if applicable) then card ending in
By confirming your purchase, you agree to Audible's Conditions Of Use and Privacy Notice and authorise Audible to charge your designated credit card or another available credit card on file.

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

More from the same

What listeners say about Connected Strategy

Average Customer Ratings
Overall
  • 3.5 out of 5 stars
  • 5 Stars
    1
  • 4 Stars
    0
  • 3 Stars
    0
  • 2 Stars
    1
  • 1 Stars
    0
Performance
  • 3.5 out of 5 stars
  • 5 Stars
    1
  • 4 Stars
    0
  • 3 Stars
    0
  • 2 Stars
    1
  • 1 Stars
    0
Story
  • 3.5 out of 5 stars
  • 5 Stars
    1
  • 4 Stars
    0
  • 3 Stars
    0
  • 2 Stars
    1
  • 1 Stars
    0

Reviews - Please select the tabs below to change the source of reviews.

Sort by:
Filter by:
  • Overall
    2 out of 5 stars
  • Performance
    2 out of 5 stars
  • Story
    2 out of 5 stars

Too niche

I was looking for a book on customer engagement. This is not it. The book seems only to be relevant if you’re looking for technology based engagement solutions, not so much for general customer engagement strategies, protocols and principles.

Something went wrong. Please try again in a few minutes.

You voted on this review!

You reported this review!

In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.