Comments on: Can’t Buy Customer Love – SXSW Reflections

By: Leigh Durst

Leigh Durst — Fri, 27 Mar 2009 04:30:25 +0000

Kellye,
Thanks for the comment! I totally agree about the importance of knowing what you are – and what you’re not. The emergence of 2.0/Social Media tools makes transparency and authenticity a MUST – which goes against the grain for many organizations.
Interesting comment about The Matrix. (Picturing you suspended from a line above a floor, reading press relases) LOL!

By: Kellye Crane

Kellye Crane — Thu, 26 Mar 2009 23:14:36 +0000

I was struck by your point about Ronald’s need to maintain his authenticity. Increasingly, the need for companies to be transparent and authentic is no longer a goal, but a requirement. The operational work you outline is extensive and necessary, but companies also need to keep sight of who they are in the process.
Great food for thought! By the way, the movie I thought PR pros are living in? The Matrix!

By: Leigh

Leigh — Wed, 25 Mar 2009 15:59:53 +0000

I think it reflects reality rather than merely hypocrisy, although there’s a fair amount of this, too…
We’re undergoing such significant change from the old, product-focused models of operation to more customer-centric ones… and there’s no standard, out of the box, model for how to transform the enterprise… although it’s not impossible.
Thanks for your comment, Barbara!

By: Barbara Ling, Virtual Coach

Barbara Ling, Virtual Coach — Wed, 25 Mar 2009 14:08:30 +0000

This part -
What’s ironic about this data is that, between 82-85% of the same executives agree that Customer Experience is the next competitive battleground! Go figure!
Unbelievable. No, actually, VERY believable…but sad all the same.
Data points, Barbara