Comments on: You can’t outsource the conversation with your customers http://www.fumoir.com/2008/08/23/you-cant-outsource-the-conversation-with-your-customers/ Sit back, chat, and light(en) up about marketing, disruption, innovation and the Web Thu, 19 Nov 2009 06:43:36 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Stella http://www.fumoir.com/2008/08/23/you-cant-outsource-the-conversation-with-your-customers/comment-page-1/#comment-148 Stella Thu, 04 Sep 2008 19:40:15 +0000 http://www.fumoir.com/?p=7#comment-148 I agree with the article as well. Companies need to develop good relationship with their customers. They are the most important part of the company. That way, they will know where they can improve and which things they should discontinue. Its all part of marketing. I agree with the article as well. Companies need to develop good relationship with their customers. They are the most important part of the company. That way, they will know where they can improve and which things they should discontinue. Its all part of marketing.

]]> By: KevinD http://www.fumoir.com/2008/08/23/you-cant-outsource-the-conversation-with-your-customers/comment-page-1/#comment-147 KevinD Thu, 04 Sep 2008 11:20:22 +0000 http://www.fumoir.com/?p=7#comment-147 Totally agree with looking at what your customers are talking about. I wrote a damning blog post about a certain low cost airline. Had 25 disgruntled customers leave long comments about their experiences and not one note from the company. Every business should have, as a minimum, one person with google alerts set up to ping them a mail on every mention during the web, keeping in touch with customers is so key and so missed. Great Post. Totally agree with looking at what your customers are talking about. I wrote a damning blog post about a certain low cost airline. Had 25 disgruntled customers leave long comments about their experiences and not one note from the company. Every business should have, as a minimum, one person with google alerts set up to ping them a mail on every mention during the web, keeping in touch with customers is so key and so missed. Great Post.

]]> By: Ivan Croxford http://www.fumoir.com/2008/08/23/you-cant-outsource-the-conversation-with-your-customers/comment-page-1/#comment-143 Ivan Croxford Sun, 24 Aug 2008 14:19:30 +0000 http://www.fumoir.com/?p=7#comment-143 I agree with that Martin. In time and in the most customer-focused I think it will become de rigeur for an employee to take it upon themselves to engage customers on the Web whereever they see the need. And they will feel empowered to do that because the company expects it and supports them. But we are a long, long way from that position today in the vast majority of big businesses. I agree with that Martin. In time and in the most customer-focused I think it will become de rigeur for an employee to take it upon themselves to engage customers on the Web whereever they see the need. And they will feel empowered to do that because the company expects it and supports them. But we are a long, long way from that position today in the vast majority of big businesses.

]]> By: Martin http://www.fumoir.com/2008/08/23/you-cant-outsource-the-conversation-with-your-customers/comment-page-1/#comment-142 Martin Sun, 24 Aug 2008 11:02:32 +0000 http://www.fumoir.com/?p=7#comment-142 I'd like to suggest a fourth obstacle - Pan Mega Corp buy-in! In all Mega Corps there will be pockets of people that understand the value and benefit for engaging with customers using Web 2.0 tools. You'll find the odd Product Manager and Sales person getting stuck in and engaging on-line with their customers. However, these are few and far between. If you look at those companies that do this stuff really well, they've practically made it part of an employees contract to get engaged with customers. Now I'm not suggesting that Mega Corps need to go that far, but the empowerment word you used Ivan is pretty key. If Mega Corps empowered all their customer facing employees (and in some cases their back-office people) to get stuck in and gave them the time to do it, then I think the value would soon be realised! A truly customer engaged Mega Corp, with some very happy customers! I’d like to suggest a fourth obstacle – Pan Mega Corp buy-in!

In all Mega Corps there will be pockets of people that understand the value and benefit for engaging with customers using Web 2.0 tools. You’ll find the odd Product Manager and Sales person getting stuck in and engaging on-line with their customers. However, these are few and far between.

If you look at those companies that do this stuff really well, they’ve practically made it part of an employees contract to get engaged with customers.

Now I’m not suggesting that Mega Corps need to go that far, but the empowerment word you used Ivan is pretty key. If Mega Corps empowered all their customer facing employees (and in some cases their back-office people) to get stuck in and gave them the time to do it, then I think the value would soon be realised!

A truly customer engaged Mega Corp, with some very happy customers!

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