Studying the impact of innovation on business and society

Tag: kickapps

Transforming Customers into Evangelists: The Art of Listening and Engagement

I recently hosted a workshop at the Satisfaction event, Customer Service is the New Marketing. The topic I’m focused on was, “How to Listen to the Market and How to Engage Customers Online.” Fellow workshop leaders include Christopher Carfi, Deb Schultz, Chris Heuer, Jeremiah Owyang, Becky Carroll, and Douglas Hanna. Empowering your customers to become an extension of your marketing and sales forces isn’t new, but it isn’t widely embraced either. In fact, the function of most customer service has…

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  • “But, that’s the way it's always been done.”- Said no successful innovator ever
  • It isn’t just disruption you should worry about, it’s mediocrity that will drive your customers away.