After the video of my presentation at Inverge 2 years ago has failed show up I have finally put an audio track on this presentation to provide a bit more context around my thinking and ideas. Amazingly, 2 years later the majority of the presentation still rings true and i believe the better companies can engage with customers in co-creation the more competitive they will be and the more meaning customers will derive out of these relationships.
Karl Long co-creation B2C relationship customer engagementLanguage, especially spoken language, is very revealing when it comes to someone’s values. This is why corporate executives are subjected to media training to keep them on message while speaking in public – meaning, of course, to appear to say something while not really saying anything.
B2C relationship customer centricity John CaddellWell before the social media age, we all learned that trust and reputation are important currencies in this thing called life. That's why our parents, professors and parish priests have taught us to be honest and honour our promises. And most of us try and do just that. It doesn't always work like we want, but largely we get by. Or if things go wrong, we apologise and try to make amends.
Alain Thys B2C relationship customer experiences customer service HP trustby: John Caddell
Auto-renewals of long-term contracts have a lot to like about them, at least for the seller of a product. If the customer doesn’t have the bandwidth or energy to reopen negotiations, a contract rolls over for another period–one year, three years or more. The supplier wipes his brow and relaxes, with that client’s business in the books.
trust suppliers customers contracts John Caddell CRM B2C relationshipby: David Armano
Today as I watched a video of Peter Arnell describe the rationale behind Tropicana's rejected package design, I had a bit of an epiphany. Many companies, brands and organizations are inadvertently building walls between themselves and their customers. It's unintentional, happened over time—but ultimately in this age of empowerment, customers feel more connected to each other than they do to your business or brand.
consumer empowerment David Armano B2C relationship B2C interactionby: Jonathan Salem Baskin
Last Thursday, Delta announced that its acquisition of Northwest had been approved. This will be either a dream or a nightmare for fliers of either airline.
And, oddly enough, I think it'll depend on how the new entity brands itself.
branding Jonathan Salem Baskin B2C relationship Delta Airlines airline services mergers customer engagementby: Jonathan Salem Baskin
I’m at the Forrester Marketing Conference in Los Angeles, which kicked off with a spiel about a woman in Cincinnati who pretty much dedicated her life to Ikea.
After regularly driving hundreds of miles to shop at the closest locations, she took it upon herself to campaign for a store closer by. Well, that, and a whole lot more:
brand affinity Jonathan Salem Baskin IKEA influencers consumer engagement B2C relationshipBy: Chris Lawer
Everyday, marketers, product developers, managers, all business-people in fact talk about “value”. In fact, I reckon it is probably the most popular – yet at the same time, most misunderstood - word used in everyday business conversation.
(Quick “non-empirical test” using Google: Value – 776 million hits, Customer – 583 million hits, “A Definition of Value” – 606 hits!)
B2C relationship B2C dialogue strategy role of marketing design customer insights customer experiences customer centricity co-creation Chris Lawer valueBy: Stefan Kolle
Dell lately really seems to get it. After their Direct2Dell blog was launched last year, helping to ease a lot of the DellHell pain, now Dell Ideastorm has been launched. Ideastorm allows visitors to make suggestions to improve the Dell experience.
customer centricity Stefan Kolle Dell B2C relationship B2C dialogue online customer experiences
