Customer delight is the new black. Every now and then you get a business book that hits the spot. One that makes you think and puts things into a different context. With some compelling and well thought through concepts on how to improve your business. “The connected company” is one of these books.
What is the context?
There is a great “reset” happening. We have a system problem. 80% of our economy is service based. However, if you look at how we organise our businesses, most of them are based on manufacturing principles:With pre-defined inputs and outputs With a one way flow Linear Optimised Completely predictable
Is your company designed to deliver customer delight?
The problem is that services …