[The] RISE [of the Active Customer]

Slywotzky, Adrian; Morrison, David
July 2001
Marketing Management;Jul/Aug2001, Vol. 10 Issue 2, p22
In an imperfect world of customer service, most customers prefer to cut to the chase and help themselves. They know what they want, and they want to get it as quickly and conveniently as possible. Digital technologies are playing a huge role in allowing companies to serve the active customer without reliance on company talent. INSET: A quick self-diagnostic.


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