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A business model focused on building continuous, personalized, and proactive customer relationships by leveraging data, technology, and intelligent operations.
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The redesigned flow of interactions between a customer and a business, evolving from episodic transactions to ongoing connections.
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10 reads
A four-part loop for delivering and improving value continuously:
Sense â Detect a customerâs need or intent
Propose â Offer a personalized solution
Act â Deliver the solution quickly and smoothly
Learn â Use feedback and outcomes to improve the next cycle
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10 reads
The four approaches to connecting with customers:
Respond-to-Desire â Reacting when a customer initiates contact
Curated Offering â Helping customers choose what fits them best
Coach Behavior â Guiding customers toward better decisions and outcomes
Automatic Execution â Anticipating and fulfilling needs without prompting
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9 reads
The technical and behavioral infrastructure used to create and manage connected strategies. It includes sensors, data processing, delivery channels, and feedback loops.
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8 reads
The operational system used to fulfill the value proposition. The four connected delivery models are:
On-Demand â Provide services when asked
Frictionless â Seamless, effortless delivery
Relational â Ongoing service and engagement
Platform-Based â Value created by user participation or ecosystem effects
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10 reads
The combination of data, algorithms, and decision-making processes that tailor services or products to an individual customer in real time.
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8 reads
A process where the customer contributes data or preferences, which the company uses to improve personalization or service delivery.
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The companyâs ability to predict and address a customerâs need before the customer expresses it, often through AI, behavioral data, and patterns.
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7 reads
The passive data customers leave behind through their digital behaviors â such as app usage, searches, purchases â which can be used for sensing and learning.
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Systems and tools (e.g., wearables, app usage, surveys) used to detect a customerâs current state or behavior to initiate the Flywheel.
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6 reads
A feedback system that uses past customer data to refine the Sense â Propose â Act process over time, increasing accuracy and personalization.
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6 reads
The unique combination of product, experience, and delivery a company provides to meet customer needs better than the competition.
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6 reads
IDEAS CURATED BY
CURATOR'S NOTE
glossary of key terms and concepts from Connected Strategy by Nicolaj Siggelkow and Christian Terwiesch. These terms form the backbone of the book's framework and help define how modern businesses can design continuous relationships with customers.
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