Unthinking six sacred cows
I watched Erik Wahl Graffiti Artist and public speaker yesterday here at the Gartner CRM event. He inspired me to “unthink” my presentation for today… usually my approach to big presentations like this is to keep an air of suspense… but after watching Erik produce three works of art (or is that work of arts) on the spot I thought I should try something new myself.
In my last blog post I mentioned the six sacred cows of the managed customer experience and gave one away. We developed these six working with IT Pros and marketing folks around the world and in the next marketing/IT cycle, breaking them down… turning them into burgers (if I carry on the metaphor) will be what separates success and failure for brands who want to create a meaningful dialogue with their consumers.
So – rather than force you to attend the Gartner presentation today (hard for any not in San Diego) here are the six sacred cows of Customer Experience Management. Let's UNTHINK them together and create better, more meaningful engagements with every customer, every consumer and every stakeholder.
#1 IT Professionals don’t care about the customer
#2 NPS is the only metric system you need
#3 CXM is just a new term for better customer experience
#4 A centralized CRM system gives you a 360 degree view of the customer
#5 A managed customer experience is only important with consumers… it doesn’t matter in B2B
#6 I’m not on Twitter therefore social media isn’t a valid marketing channel