Baseline May 7, 2012 May 7, 2012,
Volume 171, Issue 2
"Memo to senior execs: Your customers have changed greatly over the past decade, but, in many cases, you haven't made the adjustments necessary to accommodate their expectations. At least, this is the message conveyed in the book, 'Smart Customers (Stupid Companies): Why Only Intelligent Companies Will Thrive, and How to Be One of Them'. Authors Michael Hinshaw and Bruce Kasanoff present a candid perspective on how organizations are falling far behind in recognizing and responding to the growing sophistication and empowerment of consumers..."
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How Stupid Companies Treat Customers
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