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#5. Do Companies Actually Understand Their Customers?
Are companies using the data that they capture to bring value to customers? In most cases, the wealth of data is massively unused, and almost no real value is created for customers. Michael Ruckman and Joe Pine continue their discussion on the effects of the Coronavirus on retailers and experience stagers in part five of this seven part series.
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Surviving and Thriving In the Experience Economy
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What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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