04-24-2007, 08:57 AM
Quote:If I asked you if your customer is at the center of everything your business does, what would you say? I suspect that just about everyone would say, "Of course."
While you may not want to hear it, the truth is that virtually every company today claims to be customer-centric, but few really are.
I believe this is because many marketing executives look at customer centricity as understanding and responding to the customer's needs. But in today's Web 2.0 world, this definition doesn't go far enough. Brands need to dig deeper. They need to turn their perspective from inside-out to outside-in in order to get the depth and breadth of the insight they need to be truly customer centric.
Social media tools and technologies give marketers the unique ability to adopt the "from the outside looking in" perspective they need to be CLEAR about what drives a customer-centric strategy...
full article: http://imediaconnection.com/content/14343.asp