Jose Palomino

Customer Engagement Drives Success

March 19, 2012

Original Post: Social media is about social science not technology
by Brian Solis | March 14, 2012

“There is no good reason or explanation for why we are not engaging or learning from customers. As it stands today unfortunately, the chart above says everything about how businesses see and value customer relationships. This.must.change.”

My Quick Take:

Have you looked at the companies that are doing this well? I think of two off the top of my head – Keurig, who use their customer’s insights to drive their product development, and Starbucks, who have an easy, promoted way for customers to offer suggestions to the company (called MyStarbucksIdea). And then, of course, there’s the infamous example of the company (*coughNetflixcough*) that assumed something about their customers to great peril.

The bottom line is that we see the results of companies who are successfully engaging their customers, and the results of the companies who are not.

Which result do you want?

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