The Doc Searls Weblog : Talking marketing
The Doc Searls Weblog : Friday, October 21, 2005
Tom Hespos writes about what a hypothetical ‘converstion department’ at a corporation might look like:
I think we can agree that comparatively few companies have made any sort of investment in opening and continuing meaningful dialogue with their customers online. We’ve got the broadcast model to thank for that. As you know, when you¹re holding a hammer, every problem starts to look like a nail. When folks are out there praising or panning a product or brand, corporations tend to look at the problem as a mass marketing problem. In reality, most of the panning can be dealt with effectively by empowering somebody to join the conversation, actually listen, and take the feedback to the company for incorporation. Most of the praise can be greatly amplified in the same way.