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Interesting start, but a bad customer experience
on July 18, 2013
Brian Solis is a thought leader, as he is hailed by many. And that might be very well the case. That's also actually what triggered me in buying the Kindle version of his lates book "What's the future of Business".
The book is all about the customer experience. But I had a bad customer experience reading this book. The book does tough upon some interesting questions, but when you think Brian is going to give some real answers, he keeps writing pages and pages about, well, I can't remember. It just keeps repeating the same stuff on some ivory tower level, while never really giving concrete answers.
It just didn't stick.
In the end of the book, there's a case about Burberry. According to Brian, from an interview with the an exec from Burberry, they have really managed to align all channels, on and offline, to provide the same customer experience. Unfortunately they do not tell how.
And I guess that sums up the book. Sorry Brian, I know you musth have put a lot of work in this book, and I am sure lot's of people will enjoy this one. This book is probably not my type of book.