Preface
The past ten years have seen a profound change in business: The balance of power has shifted back to the customer; businesses are no longer in control—now your customer rules! When we wrote our first book, The Best Service Is No Service, in 2007 and '08, sites such as Facebook and Twitter were just emerging. No one understood the profound implications of social media, the Internet, mobile access, and other explosive new trends. No one predicted the profound shift in information and power in customers' hands.
Today it is critical to respond to this new world, or to anticipate it and get ahead of the pack. We decided it was time to write our next book. We no longer believe that B2C or B2B are accurate terms to describe the way companies ...
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