Josh Bernoff: How to move at the speed of the empowered customerby
Josh Bernoff explains why the only way to support digitally empowered customers is to empower employees to solve their problems.
- Auto Trader – created an iPhone app which can tell you the make, model and the price of used cars just from snapping a license plate photo. "An extremely innovative way to empower people with mobile phones," emphasises Bernoff.
- Carphone Warehouse – which has been using Twitter and social media to transform customer service.
- giffgaff – a mobile phone service that has no stores, sells no phones and has no call centre. How does it do that? "It has leveraged its own customers to solve the problems for other customers and that obviously is a very different way of thinking from what happens in most operators."
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.