A Little Less Conversation

Interesting article at AdAge regarding the supposed love of customer feedback and increasing difficulty in reaching organizations.

I think the author, Pete Blackshaw sums it up nicely when he says:

At the end of the day, while consumers may see two divergent personalities emerge in their brand experience, they typically reach one conclusion. This means we're as good as our last snafu or snub. So we need to fix the big picture.
I think this boils down to adopting a customer-centric approach and make no mistake, it requires tough questions and hard changes to ingrain a customer-centric approach in your organization from your Web presence to your marketing to your call center, but it can pay tremendous dividends if done well. The challenge is getting awareness and Sr. Leadership to champion the cause.

I think you'll begin to see this increase over the next 12-24 months as budgets in Pharma and Medical Device are squeezed and retention strategies are implemented at the expense of customer acquisition. It always happens in a down economy or market cycle...

Now a Little Less Conversation...

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