Great column on ClickZ today by Pete Blackshaw of Nielsen Buzzmetrics. As co-founder of the Word of Mouth Marketing Association, Pete is at the forefront of thinking on the hot topic of consumer generated media (CGM). CGM encompasses things like blogs, forums and the like, where ordinary people talk about their experience with your product or service.
Pete's point in this column is that marketers don't use the best customer touchpoint they have--their company's own call center. Want to build an effective ecommerce website? You'd better have done some serious listening to your customers first.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment