Jonathan Spector, CEO of The Conference Board, Talks About the New Customer Experience Model on The CEO Show With Robert Reiss

Jonathan Spector, CEO of The Conference Board, Talks About the New Customer Experience Model on The CEO Show With Robert Reiss

NEW YORK, Aug. 19 /PRNewswire/ -- Jonathan Spector, CEO of The Conference Board, discussed on The CEO Show with Robert Reiss the benefits and implications of substantially greater customer participation in the running of companies, the use of "crowdsourcing" to add to conventional information inputs, and insights that for-profit organizations can learn from not-for- profits, and vice versa. Spector offered examples from the pharmaceutical and food products industries to illustrate using customers to shape the models for customer service and also product development.

Reiss asked how the customer-centric model was applied to the writing of Spector's recent book, We are Smarter than Me (Wharton School Publishing), a distillation of insights that was produced with involvement and inputs from over 5,000 people -- perhaps the first book using this process.

Spector and Reiss discussed how the ceding of some traditional business functions has just begun within the past 18 to 24 months, as use of the Internet by consumers and business people has become the norm. As Spector says, "This is the 'tipping point' where we in business can assume customers can be gathered together in an online community."

He goes on to predict how it will still take another 10 or more years to figure out the implications of this change -- and shares insights into the profound transformation this will provoke in business over the next decade.

The Conference Board is a global business research and membership organization providing corporations with practical knowledge and forums for executive peer-to-peer meetings. It also is known for the Consumer Confidence Index and the Leading Economic Indicators. The Conference Board has its worldwide headquarters in New York, and can be found online at www.tcb.org

The interview with Jonathan Spector was broadcast nationally on July 20, 2008 and can be heard in its entirety from the Reissource website: www.theCEOshowOnline.com

The CEO Show is the only nationally syndicated radio show to feature top CEOs who have reinvented industry through new customer service models. It is syndicated by Business Talk Radio Network out of 48 cities with 600,000 weekly listeners.

Source: The Conference Board

CONTACT: Robert Reiss, +1-203-894-9400, robert@reissource.com

Web site: http://www.tcb.org/
http://www.theceoshowonline.com/

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