I’ve been re-thinking the truth that some of your customers will inevitably be much more valuable to you than others, and your marketing investment would be much more productive if you knew who they were. Sharing my concerns in this post..
Read more "A Matter Of Who And What To Value"
In his latest HBR post Bill Lee claims “building Customer communities is the key to creating value”. I think he’s claiming that for all the wrong reasons and with all the wrong arguments. And that makes a difference.
Read more "Building Customer Communities For All The Wrong Reasons"
The Edelman Trust barometer 2013 has been published. Bottom line: Trust as we knew it before 2008 has not returned, and most likely will not anytime soon; financial services remain at the bottom of trusted organizations, and The Netherlands is not doing too well either.. I think it’s a report worth sharing. Let me know what you think!
Read more "Edelman’s 2013 Trust Barometer"
Here are the 5 themes that emerged from the comments to my last post and provide key insights into what is The Real Customer Control Issue..
Read more "The Real Customer Control Issue.."
One of the key-premises of the Social era is that the power has shifted from companies to Customers. The more I think of it, the more I disagree. Here’s why..
Read more "The Customer Is Not In Control. Nor Are You!"
I’ve been reading through the past three years of blog-posts that I’ve written. Having done so I decided I might as well share the ones I like best + more with you in a digital booklet. Free download:
Read more "My Free E-book: Co-creating Customer Relationships"
Many say we don’t need more definitions of Social CRM. I don’t agree! Please take into consideration my “5 things you need to know about (Social) CRM (definitions)” why.
Read more "5 Things You Need To Know About (Social) CRM (Definitions)"