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Showing posts from December 1, 2009

CUSTOMER (SERVICE) IS KING

I just finished reading the book Trust Agents from Chris Brogan and Julien Smith. Obviously it is a must read for everyone in the business world. When I reflected on the content I had some kind of epiphany. Most corporations and organizations do think that when the crisis is over that they will return to the previous state of ‘business- as-usual’. We just have to focus on some more cost cutting and then we will be good for the next phase. Not much will change. By doing that they make a big mistake! The world is changing structurally and it will not return to the old habits and patterns again. For a long time the large corporations determined what we  –the customer-  should buy or do. “They knew what was good for us’. They invented push marketing strategies for that. Although the saying is that the customer is king, it never really was. The customer was king as long as it suited their way of doing business. That has changed significantly with the possibilities of the Web and so