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.