- The Information Age
- S is for Story
- T is for Team
- A is for Ambience
- R is for Recipients
- S is for Systems
- The Networked Age
This book takes its title from a comment by LinkedIn co-founder Reid Hoffman: “We’re in the early stages of transitioning from the Information Age to the Networked Age”, and explains how organisations should think about the future, and use these insights to maximise engagement with, and value from, customers and stakeholders.
In today’s turbulent world, customers’ ability to share with, and discover the opinions of, those they trust – their networks – is at an all-time high.
The book answers the questions:
It will also introduce, and equip the reader to implement, the STARS model of a customer-centric organisation.
Stephen Spencer works with organisations to create POSITIVE Experiences for teams and customers, leading to POSITIVE business results. He has worked with many of the UK’s most prestigious retail, tourism and hospitality brands, including Hamleys, the Royal Collection, Historic Royal Palaces, the National Trust for Scotland, The O2 and the Science Museum Group.
Stephen studied Customer Experience leadership at the Disney Institute and has developed and led Customer Experience transformation programmes and training initiatives at national, community and organisation level.