Search Content


Featured Content


Content Categories



Chav-gate

In a recent post on CRM and social networking, I suggested that the growth of forums, blogs, wikiís etc. will mean companies have to pay greater attention to the customer experience, because never before have customers had as much scope to broadcast their opinions, and never before have people been more inclined to listen and act on them. As an interesting case in point we saw Chav-gate this week where a holiday company sent an email marketing campaign suggesting its holidays were Chav-free (wikipedia definition of Chav here for non-UK readers). Unfortunately one of the recipients was offended and decided to blog about it. Anyway before long the incident had made the front page of the BBC news web-site. Iím not certain whether this represents good or bad publicity for the holiday company ultimately, but it does illustrate the impact a small number of upset customers can have.


Related CRM Professional Services Articles

IBM's starting to get SaaSy


I had a great meeting this morning with the folks running the SaaS initiatives at IBM. They've put one of their very smart and connected people, Sean Poulley, in charge of their internal SaaS initiatives - he's a very experienced exec and business...

Read more about IBM's starting to get SaaSy...

Why Process Matters


I have a job that most people would find either very interesting or very boring.† Iíll let you decide which, but essentially my job is to help people quantify the financial benefits of Optimizing their Investment in their people.†† Which people?†...

Read more about Why Process Matters...