Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power, and information mastery can’t save you. In this age of the customer, the only sustainable competitive advantage is knowledge of and engagement with customers. The successful companies will be customer-obsessed. Those that master the customer data flow and improve frontline customer staff will have the edge.
Forrester has just released an independent report on Competitive Strategy in The Age Of The Customer.
While it makes sense for social media to sit in specific teams both client and agency side, what this report emphasises is that social is a fundamentally transformative force across every aspect of business.
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