Get hip to this: your customers are now your salespeople. How’s your future look now?
Keeping your customers happy can be exhausting. That’s why there are about a million variations on the old joke, “This business would be great if it wasn’t for the customers.” I think we’ve ALL had moments where we cursed the very reasons for our existence, it’s just part of human nature.
But facts is facts: the customer is why we’re here. Without ’em, we might as well pack up and go home. And if the ones we have now aren’t happy with us, we can pretty much take the idea of getting more and kiss it the heck goodbye. As I mentioned when I laid out the 11 core principles of the New Digital Enterprise, the new reality is that the end-to-end customer experience will be … Read More »
Very often I hear business people – even marketers and technologists – using the words social and digital interchangeably.
This makes me cringe. It tells me people are not taking a holistic view and are missing the overall point (and therefore, the challenge/opportunity binary, as well).
It’s not their fault, obviously. The media seems not to differentiate them. There’s a dictionary’s worth of jargon being slung around by all manner of “experts” that further confuses things. The market is flooded with platforms, tools, and services all purporting to help you get a handle on a variety of different “social” and “digital” whatevers.
It’s no wonder people aren’t seeing the forest – they’re too busy being beaten about the head and neck with the trees.
Complicating matters is the fact that “social” is obviously a subset of “digital”. Those who take the time … Read More »
Everyone – from the CEO down to the mailroom clerk – leaves an imprint on the organization.
Their legacy is the essence of their tenure and their actions and efforts while in the firm, and depending on the character in question, it can last years beyond the character’s departure date and can influence multiple generations of employees.
In my piece on The New Digital Enterprise I laid out 11 core principles that the firm of the 21st century must embrace and embody. This post focuses on the bit about “promoting leaders with values as much as vision”.
The culture of an organization is its soul, or, if you don’t like spiritual metaphors, the superego. The ethics, ideals, virtues, the traits and proclivities valued by an organization, whether that organization is cognitively aware of them or not, are demonstrated on a daily … Read More »
It’s the spring of 2012, and the last few years have taught us much. As business leaders and practitioners, we know that the times they aren’t a-changing – they’ve already done a-changed. The firm of the 20th century is on the way out, whether it realizes it or not. The day of the New Digital Enterprise is nigh upon us. Are we ready to lead, manage, and work for it?
In just the last few months, the literature and communication lines have been full of talk about Big Data and #BYOD and how they will both radically re-shape the business worlds we live in. Guys like Brian Solis are talking about Generation C and how they will reshape the way things are bought, sold and consumed. Gals like Nilofer Merchant are talking about The New Rules for the Social Era (and … Read More »