Learning to Listen Is An Important First Step, But Learning to Act On the Info Provided Is The Critical Second Step
Posted in: UncategorizedPete Blackshaw, author of Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000′ is loving the cover article in the October issue of the Harvard Business Review. The article by Intuit’s founder, Scott Cook, argues for well conceived and managed customer contribution channels.
Cook’s article is important because he’s taking our current debate over social media to a more meaningful and substantial level. Indeed, there’s yet another layer of operational and ROI value in this Web 2.0 world than meets the typical marketing eye.
And it’s timely. Social-media exuberance is at an all-time high, and I worry we may be chasing the wrong prize. Events and campaigns and buzz tricks with unrealistic payout hurdles dominate the social-media landscape, often distracting us from bigger, more sustaining opportunities like the ones Cook outlines.
In HBR, Cook says:
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