- Customer flow
is a barometer for success
- Each contact
is a battleground
- Single channel
excellence: Amazon.com
- You are not
Amazon, and Amazon does not have all the answers
- Amazon’s
lesson
- You, too, can
Think Like a Customer
- From contact
cacophony to clarity
- Easy to get
started
- Corporate
objectives executed per contact
- Analyze the
potential personalized treatments
- Continuous
learning through data capture and behavior monitoring
- The Matrix
shepherds customers through the consumer cycle
- Think Like a
Customer
- CxC Matrix is
common sense to business improvement
- The Matrix
leverages existing resources
- The
alternative to contact chaos
- Five essential
Matrix deliverables
- Isn’t this
just sales and marketing?
Chapter Images & Concepts
Amazon.com's 140+ Offers on 1 Page
Your Not Amazon, But Inventory Your Offer Opportunities
Map Customer contacts to company business processes
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