Crack The Customer Code

A Superstorm of Change Shel’s latest book, Lethal Generosity, borrows its name from the concept that when a company is incredibly generous to their customers, competitors’ efforts to hijack the customer are preempted. Customers have more power than ever. Technology has put customers “in their rightful place at the heart of an organization, rather than on the outside”, and has created, as Shel puts it, a “superstorm of change”. Social media has empowered consumers to demand the experiences they desire. What does this mean for the future—of companies, communication, and the world? The future belongs to millennials, says Shel, and it is in their hands to make reparations and "fix the world." They are the first generation of ‘digital natives’ coming of age to a planet that has a lot of problems, and the technology at their fingertips will be the tool they use to network and solve problems. Shifting Business Models This limitless power of connectivity and communication offers millennials seemingly infinite resou