Mei Lin Fung

Will We Change? CEM Musings on the Obama Inauguration

comments 0 comments  |  1614 reads

Did you get messages from around the world about the Obama inauguration? I did.

Did you send messages to friends in the US and around the world?
I did.

Read in the New York Times last year that if Obama was a celebrity brand endorser for the Blackberry (the one he is finding hard to give up), he could have asked for US$30M.

The Obama brand (should we call it "community-organizer" marketing?) is a case study in and of itself for the social web, and the power of social networking.

Just look at this "sales conversion"...

I had dinner last week with Ryan who happened to be an Obama volunteer from the mid-West - he said he'd been a political cynic and finally felt he had to do something. So he looked up the web and turned up at an Obama office and asked what he could do to help. They asked him what he wanted to do. Then they said, surprisingly, OK. DO IT. Let us know what help you need.

That was it.
Ryan's conversion from political cynic to Obama volunteer was completed.

Imagine how much it would have cost to convert a cynic into a McCain volunteer? how many visits, how many emails and phone calls.... cost effective, "purpose-driven" marketing is a whole new animal.

Which reminds me I wanted to let you know about the great article here from Trendwatchers about Generation G -

Generation Generosity. www.trendwatching.com/trends/generationg/

Want to know why this Generation is emerging? Some facts cited in the January 2009 trendwatcher article came from www.ReputationGarage.com

1. As few as 13% of all Americans place their trust in big business (and it's not much higher for other mature consumer societies!).

2. Only 39% of employees in a Watson Wyatt survey said they trusted senior leadership.

3. Some three-quarters of US consumers feel that companies don’t tell the truth in advertising.

4. Three-quarters of employees in big companies observed violations of the law or company standards in a 12-month period.

That last one is really scary... reminds me of the joke about the CEO collecting all the bonus he can before he goes to jail.

Will we change? Yes we have to. Yes, we want to!

Happy New Year everyone - here's to new beginnings!


Mei Lin Fung

Mei Lin Fung, www.isoe.com blogs on ebCEM – evidence-based Customer Experience Management. The Service Leadership Transformation Program developed in an innovative public private partnership with Avaya and Oklahoma State University received the Phillip Crosby Golden Medallion in 27. Her curriculum has been implemented by Microsoft Telesales in China, and Johnson and Johnson in Asia. She designed the first US Department of Labor approved Contact Center Apprenticeship Program in Oklahoma. Blog: Learning to Earn Customer Trust by Mei Lin Fung
0
No votes yet
 

0 comments »

Post new comment

The content of this field is kept private and will not be shown publicly.
CAPTCHA

No spam permitted! Moderator reviews ALL content before publication to ensure compliance with the CustomerThink terms of use.

To block automated spam submissions, please answer this question.

Image CAPTCHA
Enter the characters shown in the image.

MarketPlace

Drive customer loyalty, empower support teams, and reduce costs. Get social.

[Feb 22] Guest speakers from Forrester Research, Allscripts, and CustomerThink will discuss market trends and research on social customer service strategies, as well as proven tactics from the trenches. Join the live webcast on Feb 22 at 10am Pacific (1pm EST).

Global Customer Experience Management (CEM) Certification Program

[March 13-14, Paris] An internationally recognized program with proven track record of success - being run for 33 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

10 Steps to a Single Customer View

Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

Strategic Roadmap for Digital Marketing

Free e-book (no reg required). 15 articles by digital marketing thought leaders.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.