Perspectives on Customer Centricity

Today’s podcast on Perspectives On Customer Centricity is hosted by Dr. Natalie and I with guest Emily Yellin. Emily is the author of Your Call Is Not That Important To Us.

Crowd wisdom in social media circles says, in today’s world, the customer owns the relationship because of the power of social media to shape corporate agendas.

There’s a problem with that sentiment though, because it creates an inequality in a relationship where one party holds more power than the other.

Click the podcast to hear more.

Perspectives on Customer Centricity

Understanding Social Business articles On CRMSearch

CRMSearch.com published the first of a two-part series on understanding social business by yours truly. Check it out. Would love to hear your comments or have you rate the article.

Here’s an exerpt for Should You Become a Social Business, the first article.

If you are in business today you can't help but be inundated by the plethora of information about the social enterprise and Social CRM. Social pundits send the message deploying social is a "must have" for businesses.

The big question for business leaders, though, is whether social media will help them solve their business problems. And if so, then the question becomes one of how to combine traditional business methods with social media to do so.

[…] Should your company adopt the model? The short answer is…maybe.

Go on, read the article for more. Smile

P.S. The second article should be out tomorrow.

How Social Business Emulates the Human Approach

Today’s podcast with Dr. Natalie and I showcases how social business emulates the human approach.

Social business, and supporting SCRM strategies, allow us to once again emulate the human approach. It’s not about adding a human touch to your business. Instead, it’s about being human.

In the process, social business unleashes the creative processes of real people, incorporating normal right- and left-brained processes, rather than force-fitting us solely into a left-brained, transactional mold.

How Social Business Emulates the Human Approach