Can you explain the four elements of a connected strategy?

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Nicolaj Siggelkow (Author & Professor at The Wharton School)

Nicolaj Siggelkow discusses the four elements of a connected relationship that he writes about in his book, Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage. He explains the value of breaking down the customer experience in terms of four Rs: Recognize, Request, Response, and Repeat. Siggelkow defines each of these stages and discusses what companies need to understand about each part of the customer journey including how to create a continuously connected relationship with customers.

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About Author

Nicolaj Siggelkow

Author & Professor at The Wharton School

Nicolaj Siggelkow is the David M. Knott Professor at the Wharton School of the University of Pennsylvania. He is a professor and the former Department Chair of Wharton’s Management Department, and a Co-Director of the Mack Institute for Innovation Management. Siggelkow has conducted strategy workshops with a large number of firms around the world, helping them to assess their own strategies and create new strategic initiatives. His current work an book named Connected Strategies, focus on how both incumbent firms and new start-ups create new business models using “connected strategies” that create much tighter connections between firms and customers.

Interviewed By


Lyndsay Christian

Lyndsay Christian

Lyndsay

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