Forbes: Your Brand As An API: Why You’ve Lost Control Of Your Messaging – my comments #Branding #Marketing
May 21, 2013 Leave a comment
Brand managers need to move away from the message create/distribute mode to enable/aggregate mode, in a way mirroring how business models are changing along these lines.
The early days of experimenting with social media programs are over; the focus now is not only about fans and followers but also about customers and advocates (Social CRM Transformation and the path ahead ).
Companies have to implement something what I call Total Customer Experience (TCE) similar to Total Quality Management, good customer experience wont happen in isolation by front line folks (5 Steps To Success On The Customer Experience Management Journey)