The New Magic of Making Every Customer a Repeat Customer


Information is the new magic, but it is impotent without the right technology. The right technology is indistinguishable from magic, but it, too, is impotent without the process changes that enable technology's power to deliver the magic. And both information and technology are impotent without the right economic and business model. Together all three can lead to sustainable, profitable customer relationships if you invent the future with your customers, if you move beyond customer satisfaction to customer loyalty, and if you recognize how technology turns information into magic.

In our business and in society, the future will see more technology; the technology will be more transparent, yet the impact will be more noticeable. Echoing Arthur Clarke, technology is important when it automates common tasks; technology's impact can be truly magical when it changes how we work and live. Because the point of technology is not to stop at technology, but to take the next step to magic and to ease the work of everyday living. After all, "any sufficiently advanced technology is indistinguishable from magic."




The CTO Handbook. The Indispensable Technology Leadership Resource for Chief Technology Officers
The CTO Handbook/Job Manual: A Wealth of Reference Material and Thought Leadership on What Every Manager Needs to Know to Lead Their Technology Team
ISBN: 1587623676
EAN: 2147483647
Year: 2003
Pages: 213

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