Blog: customer interaction

Showing blogs: 1–5 of 5

Embracing Digital Customer Interaction

Nov 3 2011

With so much discussion about the importance of an effective online interaction strategy, it's surprising how many companies have yet to fully embrace the power of digital strategies and tactics.  Many are "digital capable", meaning that they have the ability to plan and execute isolated digital tactics.  However comparatively few have yet been able to fully integrate and leverage the power of digital customer interaction, that is, the ability to market, sell, fulfill, service and support customers via a mixture of offline and online methods.  At Quaero we have developed a six-dimensional framework for planning and executing an effective digital interaction strategy which combines all of the key elements you will need to make this critical shift:

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Do your customers see the value of your products and services?

Oct 26 2010

I haven't blogged in a while - call it lack of being inspired.  That all changed this morning when my car displayed an alert that the tire pressure was low and maintenance was needed.  All I could think of was flying out later in the day on a business trip and coming home to a flat tire late Wednesday night at Logan airport.  After contemplating a couple of different options on what to do (ignore the warning, call my husband and let him handle it), I decided to give AAA a call.

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"Marketing" versus "Engagement"

Jul 1 2010

One of the things that struck me most at the recent Unica MIS conference was how far some of the participating organizations have gone to create a progressive and expansive approach to marketing.  They have consciously and deliberately invested in strategies, analytics, processes and technology that move them away from broad-based outbound marketing to a more real-time and interactive mode of customer engagement.  That contrast between “marketing” and “engagement” came across very clearly to me and I believe is something that all organizations should be thinking about. 

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What's in a name?

Aug 5 2009

Customer Data Management. Customer Intelligence Management.  Data Intelligence Management.  The notion of using customer data to drive investment decisions has propagated many organizational names and acronyms over the last few years.  Customer Intelligence Officers were crowned, integrated task forces were formed, and dedicated publications multiplied.  Why?  Because data = $.

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Will hard times spur innovation?

Jul 13 2009

Based on what I observe with many of our clients these days, particularly the ones that are hurting the most, I wonder if "hard times bring forth innovation".   Clients in multiple industries seem more open to considering new ways of doing things, perhaps because the same old same old is simply not working anymore  Or is it perhaps because they are so desperate, they will try anything?   Actually, having spent some time with senior marketing executives as well as general managers, I think the smart ones see an opportunity to actually use these hard times to execute on ideas they have had for some time - so it may be a case of not letting a crisis go to waste.  

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