📘 Connected Strategy Glossary

A four-part loop for delivering and improving value continuously:

Sense – Detect a customer’s need or intent

Propose – Offer a personalized solution

Act – Deliver the solution quickly and smoothly

Learn – Use feedback and outcomes to improve the next cycle

The four approaches to connecting with customers:

Respond-to-Desire – Reacting when a customer initiates contact

Curated Offering – Helping customers choose what fits them best

Coach Behavior – Guiding customers toward better decisions and outcomes

Automatic Execution – Anticipating and fulfilling needs without prompting

The technical and behavioral infrastructure used to create and manage connected strategies. It includes sensors, data processing, delivery channels, and feedback loops.

The operational system used to fulfill the value proposition. The four connected delivery models are:

On-Demand – Provide services when asked

Frictionless – Seamless, effortless delivery

Relational – Ongoing service and engagement

Platform-Based – Value created by user participation or ecosystem effects

The combination of data, algorithms, and decision-making processes that tailor services or products to an individual customer in real time.

A process where the customer contributes data or preferences, which the company uses to improve personalization or service delivery.

The company’s ability to predict and address a customer’s need before the customer expresses it, often through AI, behavioral data, and patterns.

The passive data customers leave behind through their digital behaviors — such as app usage, searches, purchases — which can be used for sensing and learning.

Systems and tools (e.g., wearables, app usage, surveys) used to detect a customer’s current state or behavior to initiate the Flywheel.

A feedback system that uses past customer data to refine the Sense → Propose → Act process over time, increasing accuracy and personalization.

The unique combination of product, experience, and delivery a company provides to meet customer needs better than the competition.