NPS Blog

Podcast Shorts: What It Takes to Maintain Customer Intimacy at Scale

rob-markey-intimacy-scale-220x207In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today.

It’s tough to achieve—top leaders often drift further away from the front lines as a company grows. But technology is changing all that. Now companies are harnessing their customer data to form much deeper relationships at huge scale.

In this short episode, I discuss these new opportunities in relationship building and how firms of the future will need to adapt to take advantage of them. You can listen to it on iTunes, Stitcher or through the player below.

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