My Photo

Pete On Adweek

Your email address:

Powered by FeedBlitz

« The Latest Domino to Fall: The YouTube Video Itself | Main | 2009 Memorial Day Project: Three WW II Video Narratives from Dad »

April 20, 2009


Feed You can follow this conversation by subscribing to the comment feed for this post.

This post reminds me of the late 1990s when managing customer relationships was was evolving into a mainstream practice. At that time I recall writing about the time being right for Consumer Affairs functions to "step up" and play a larger role in this evolving business strategy. Some organizations/individuals did, while others saw their role as it always has been.

The moral is, that the world is always changing, and for any individual or organization to stay the same is to effectively go backwards.

So yes, now is a very good time to step up. Don't let this opportunity to reinvent yourself and your function pass you by.

The expression comes to mind: is your roll to stack bricks, build a wall, or build a cathedral? Or, in Consumer Affairs terms: is your role to answer customer inquiries, manage a customer care function, or build customer loyalty and advocacy? Assuming the bigger goal will enable you to more freely incorporate social media into you responsibilities.

I worked in a customer service role for a number of years, and can see a lot of truth in what you write. Customers call, and their issues are not solved, just papered over. Where i work now i am happy to say that problems are dealt with swiftly and with the goal of satisfying the customer in mind.

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Your comment could not be posted. Error type:
Your comment has been saved. Comments are moderated and will not appear until approved by the author. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.


Post a comment

Comments are moderated, and will not appear until the author has approved them.

Your Information

(Name and email address are required. Email address will not be displayed with the comment.)

Powered by Rollyo

Twitter Updates

    follow me on Twitter

    Twitter Updates

      follow me on Twitter

      Pete's Articles & Interviews


      • Sonoma0025
        Brands I love. Brands I probably need to stay away from.

      Daily CGM Feed

      October 2015

      Sun Mon Tue Wed Thu Fri Sat
              1 2 3
      4 5 6 7 8 9 10
      11 12 13 14 15 16 17
      18 19 20 21 22 23 24
      25 26 27 28 29 30 31

      CGM Photo Parade

      • Photo-Fest
        This is a Flickr badge showing public photos from pblackshaw. Make your own badge here.