chapter 2the customer remains the sameeverything that isn’t new under the sun
not to go all ecclesiastical on you, but there’s an awful lot that isn’t new under the sun when it comes to customer desires. The basic recipe for what customers want remains the same as ever. Not necessarily in the same proportions as in bygone eras (or even last month) but containing the same ingredients nonetheless.
This reality can be missed in the rush of round-the-clock tweets and RSS feeds. But while there’s much that ever-advancing technology has emphasized, escalated, and intensified in customer demands, when you cut through the digital clutter, what customers require to be satisfied is, at the core, a classic: value. Not necessarily price, but value. (Price, ...
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