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Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
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Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them

3.43 of 5 stars 3.43  ·  rating details  ·  37 ratings  ·  4 reviews
"This is a real page-turner! Hinshaw and Kasanoff provide a quick and thrilling tour of the immediate future of business. So read it and heed it, folks, because it just doesn’t come any more direct or compelling than this!"
-- Don Peppers and Martha Rogers, Ph.D., authors of EXTREME TRUST: Honesty as a Competitive Advantage

Last decade, companies strove to be great. Now they
Paperback, 200 pages
Published April 17th 2012 by Business Strategy Press
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Hype. Written by seemingly typical marketers who do not understand business or technology (though their profile seems stellar!). And they write in a black-and-white manner, when many things are gray and in-between. Many things they says "stupid" companies do not do are very expensive to do! Plus they stretch tech and consumer behavior too far -- so their predictions in May 2012 are a far cry from what is today.

It was not until page 120 that the authors started to talk about their "SMART" soluti
Bruce Kasanoff
May 15, 2012 Bruce Kasanoff added it  ·  (Review from the author)
I am the co-author of this book.
Smart Customers, Stupid Companies by Michael Hinshaw and Bruce Kasanoff is a short book about our ever evolving technologically smart society and how companies need to be more forward thinking in the area of technology or they will miss out on business or even not make it at all. The authors' theory is that companies must be customer centric and not financial centric (build it and they will come, along with the money) and be on the cutting edge of technology to gain customers and their loyalty. ...more
A must read for today's business world. This book shows how businesses must stay in touch with their customers and the speed of technology. The book also outlines how to thrive in this ever-changing world instead of just sharing the why an organization may be out of touch. A quick read full of examples!!! Thanks to Goodreads for my win of this book.
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“After all, your company doesn’t define customer experience. Customers do. Customer experience is based on how your customers perceive your organization and how well you meet their needs when they interact with, hear about, and do business with your company.” 0 likes
“The results are clear. Charting the American Consumer Satisfaction Index against worldwide investments in CRM software and services – which went from zero 15 years ago to nearly $15 billion in 2011 – the corresponding bump in satisfaction has been exactly zero.” 0 likes
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