While shown as the future of customer relationship as recently as yesterday, customer communities seem to get out of breath and die out. That's the matter Dion Hinchcliffe discussed a couple of weeks ago, reaction to a study showing that only 4% of people significantly engage with companies online. Should we deduce that businesses have nothing to win in investing in customer communities anymore ?
Asking the question introduces a bias that has already been fatal to many initiatives. Businesses can invest in their relationship with communities but can't create...
Summary : will tomorrow's businesses be people centric ? Customer centric ? Rethinking centricity shows that organizations are paying more and more attention to...
Summary : the social web and the emergence of the social customer raised the promise of a more productive and qualitative relationship between customers...
Summary : Facebook is usually considered as a communication and marketing tool. But it's becoming more and more obvious that it's becoming a customer...
Some call it crowdsourcing, open innovation, participative innovation, distributed innovation, sometimes (and that how things should end) it's a part of an ongoing improvement...