Summary of Build for Change

Revolutionizing Customer Engagement through Continuous Digital Innovation

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Build for Change book summary
Generation Y may hate your firm, but it’s Generation D you should worry about. Get ‘em mad and they’ll wipe you out.

Rating

8 Overall

9 Applicability

9 Innovation

7 Style

Recommendation

Is your company ready for the coming “customerpocalypse” – the wholesale commercial wipeout of companies by angry customers armed with social media? If not, beware that generation D customers will happily trash your firm if you displease them. Author Alan Trefler says the only way to deal with the threat of this looming disaster is by revolutionizing how you relate to customers. Most companies need to transform their business processes and technology systems radically. Trefler’s “call to action” is clever, including the opening graphic: a tombstone reading, “R.I.P. Blockbuster.” His book is also scary. He discusses the increasing irrelevancy of brands and of customer loyalty – the two holiest grails of business for most marketing professionals. getAbstract recommends Trefler’s predictions and tactics to CEOs, start-ups, customer-service professionals, consultants and entrepreneurs who recognize the need to keep pushing, updating and changing in order to deliver the most satisfying customer experiences possible – before you get tweeted to death on Twitter.

In this summary, you will learn

  • How much marketplace power generation Y and generation D wield
  • What the coming “customerpocalypse” is
  • How companies can avoid it
 

Summary

The Customer Now Rules
In the past, companies ran their own marketplace activities and entirely controlled their products and services. Today, customers rule. Numerous factors have aligned to put the emerging generation of consumers in charge, most notably the power of technology and the...
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About the Author

Alan Trefler, founder, CEO and chairman of Pegasystems, was the co-champion of the 1975 World Open Chess Championship. The Massachusetts Technology Leadership Council named him 2011’s Public Company CEO of the Year.


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    Paul Glynn 1 year ago
    A must read for anybody responsible for marketing and market strategy.
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    Jorge Poyatos 2 years ago
    Great book!

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