I’ve been involved in Customer Experience (Management) since the beginning of my career. And for as long as I can remember we (me included) have been measuring success of our efforts through metrics like Customer Satisfaction, Customer Retention, Intention to (re-)purchase, intention to recommend.
Paul Beelen, a Spanish language blogger has written a nicely presented whitepaper called Advertising 2.0, which comes nice polished package, making it ideal for the executive in your life that “isnt’ getting it”.
I wrote a series of posts over a year ago on Corante's Brandshift on co-creation. Since that group blog has slowly died out (replaced by Corante's Marketing Hub), I'd like to salvage these posts and bring them back for discussion.