Paul Greenberg, author of CRM at the Speed of Light, has a new blog, the PGreenblog.
From today, Old School-New School:
“We are dealing with a very different set of expectations from generation to generation and frankly that means that the expected customer experience is very different. It’s why you can’t presume the experience. With the generations ascending to power, collaboration and tools for providing them with an experience that they can manage and create themselves is critical. You have to give them what they need to control their own experience and control it – now.”
Subscribed!