With the internet at our fingertips, it’s never been easier to for us research and compare products and service specs, price and value for money. As more than one expert touts, it’s now about offering the right service at the right time at the right place.
But are they right? What’s struck me as I’ve read and listened to these views is that they’re making vast generalisations, sweeping statements that are intended to cover every possible interaction a business might have with its customers. As a leader of a customer-intelligence agency who’s worked with
