Connected Strategy

Building Continuous Customer Relationships for Competitive Advantage

Two Wharton experts in competitive strategy and operations show how connectivity is transforming the way firms create value for customers and provide a framework for designing and implementing continuous, connected relationships, profitably.

• Sheds new light on how industries and companies are transforming how they create value for their customers through continuous, connected interactions with them.
• Explains how to design and implement customer experiences profitably in an increasingly connected world.
• Provides a framework (the 4Rs) for the kinds of design decisions that go into creating a continuous, connected strategy and shows how to make the choices that are right for your business.
• Outlines the four pathways for creating connected strategies (respond-to-desire; curated offerings; coach; and automated execution).
• Integrates "workshops" throughout the book that provide the tools for creating, designing, and implementing connected strategies.
• Based on consulting and teaching executives in a broad array of industries, from start-ups to Fortune 500.
• Illustrates concepts and strategies with detailed company examples.

Audience:

• Senior executives who drive strategy and the design of the customer experience.
• Managers at every level who are involved in any aspect of executing strategy and delivering the customer experience.
• Consultants, especially those at the intersection of strategy, operations, and customer experience.
• Academics, especially those teaching strategy or operations.