What do organizations need to learn about the customer relationship?

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Nicolaj Siggelkow (Author & Professor at The Wharton School)

Nicolaj Siggelkow explores the different facets of the customer experience and how organizations can connect with their customers in new ways. He talks about the findings of his research into the customer relationship and why he believes organizations need to focus on understanding the deeper needs of their customers so that it is a continuous connection. Siggelkow compares the traditional transaction experience to new ways companies can assist with customer needs by identifying and fixing any pain points in the customer journey.

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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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