The Old Economy A look at the old model for the industrial economy, the one most companies still use, will help us gain a better understanding of the new model we will need to adopt for the Internet economy. Most company goals were based on keeping customers happy, and the path to that goal was customer satisfaction. In the industrial model, command and control conditions prevail. The company seeks out customers and strives to control the sales channels, products, and services by determining the conditions and mechanisms of trade to keep customers satisfied. Value means that the product is affordable given my expectations.
Convenience means that the product is easy to get.
Trust means that the product has proven to be reliable. Customer satisfaction, the final stage, is when customers are satisfied that what has been promised has been delivered. Why that's not enough One key problem with transaction-based returns is that your relationships with customers are tied to specific products. All Rights Reserved.