Thursday, June 23, 2005

Best Face Forward is Key Differentiator

Jeffrey Rayport, former Harvard Business School professor, is another believer in the value of context. A new book reviewed by CMO Magazine -- Best Face Forward" -- Jeffrey co-authors with Bernard jaworski to argue that the way you touch your customers will be your competitive edge. Companies will differentiate not by what they sell, but by how they sell it. By understanding the desired customer experience outcome, we can work backward to manage the appropriate customer interactions more effectively.

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