The Customer Revolution

Although we are in the midst of Internet and wireless communications revolutions, the transformation that matters most is the “customer revolution,” and companies that are not ready for it will not survive. In this insurgency, all businesses are e-businesses and all customers are e-customers, and a company’s success will no longer be judged simply by its profitability or its bottom line. What investors will increasingly want to know are a company’s “customer numbers,” and the value of its customer franchise. The Customer Revolution analyzes firms that have embraced customer demand for convenience, access, choice, and information, and responded with what the authors call “the branded customer experience.”