Comments on: Are customer communities changing the marketing department http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/ Thoughts on marketing, innovation, social networking, new products and the impact of technology on all those thingies Thu, 20 Nov 2008 18:10:51 +0000 http://wordpress.org/?v=2.5.1 By: Megastar Media http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-2248 Megastar Media Thu, 18 Sep 2008 19:31:11 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-2248 Social communities have been a great and useful tool for our social networking clients. They can spot trends, potential headches to avoid and in general keep the companies brand top of thought for the customer active in the customer communities. Sandy Rowley Mega Star Media INC Customer Communities/Social Networks 1-877-736-6932

Social communities have been a great and useful tool for our social networking clients. They can spot trends, potential headches to avoid and in general keep the companies brand top of thought for the customer active in the customer communities.

Sandy Rowley
Mega Star Media INC
Customer Communities/Social Networks
1-877-736-6932

]]> By: Deborah Eastman http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-2156 Deborah Eastman Tue, 26 Aug 2008 04:06:00 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-2156 Francois, great article. There is much being written about the transformation of the CMO, yet I wonder if the issue is with the CMO or the organzation? Does the CMO have the support of the CEO and their peers to redirect their attention to customer experience? Are they being measured on the sustainable value of the brand through customer loyalty and retention or purely on acquistion? As I watched the olympic ads I saw a total mismatch between the traditional advertising and today's consumer. At $750K for 30 seconds compared with the < $200K annual investment identifed in your recent report on communites, something is definitely wrong. Here's my post on the topic: http://satmetrix.typepad.com/deborah_eastman/ Deb Eastman CMO Satmetrix Francois, great article. There is much being written about the transformation of the CMO, yet I wonder if the issue is with the CMO or the organzation? Does the CMO have the support of the CEO and their peers to redirect their attention to customer experience? Are they being measured on the sustainable value of the brand through customer loyalty and retention or purely on acquistion?

As I watched the olympic ads I saw a total mismatch between the traditional advertising and today’s consumer. At $750K for 30 seconds compared with the < $200K annual investment identifed in your recent report on communites, something is definitely wrong. Here’s my post on the topic: http://satmetrix.typepad.com/deborah_eastman/

Deb Eastman
CMO
Satmetrix

]]> By: Tom O'Brien http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1684 Tom O'Brien Thu, 19 Jun 2008 20:19:37 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1684 Francois: This is OLD SCHOOL thinking - but not very surprising. Many CMO's still think the conversation is about their brand. It is easy to shovel money out the door with 30 sec TV spots - much, much harder to do one human interaction at a time. But one at a time is what the technology has enables - and the future will demand. My communities rant here, http://tinyurl.com/685e3x Thanks - TO'B Francois:

This is OLD SCHOOL thinking - but not very surprising. Many CMO’s still think the conversation is about their brand.

It is easy to shovel money out the door with 30 sec TV spots - much, much harder to do one human interaction at a time. But one at a time is what the technology has enables - and the future will demand.

My communities rant here,

http://tinyurl.com/685e3x

Thanks -

TO’B

]]> By: Jenny Ambrozek http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1535 Jenny Ambrozek Thu, 22 May 2008 15:56:07 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1535 Your thought provoking: "One way or the other, I do believe that people do not want to hear from companies anymore, they want to hear from other people." conjured multiple thoughts starting with "I wish I'd made it to Community 2.0 early enough to hear the Zappos' presentation". Your post alluding to the disconnect between Marketing departments that don't change and the "Groundswell" for which Bernoff and Li make the case in their book reminded me of one of the oddest events I've ever attended: the Cluetrain Manifesto 10th Anniversary celebration in NY earlier this year. Doc Searls keynoted. Josh Bernoff presented but the audience size was miniscule. Maybe 20 people in the room and perhaps 2 from companies not consultants or podcasters. I'm curious how you see this disconnect between customers wanting to hear from peers and "those marketing departments will become totally irrelevant to the company strategy" being resolved and in what time frame? Your thought provoking:

“One way or the other, I do believe that people do not want to hear from companies anymore, they want to hear from other people.”

conjured multiple thoughts starting with “I wish I’d made it to Community 2.0 early enough to hear the Zappos’ presentation”.

Your post alluding to the disconnect between Marketing departments that don’t change and the “Groundswell” for which Bernoff and Li make the case in their book reminded me of one of the oddest events I’ve ever attended: the Cluetrain Manifesto 10th Anniversary celebration in NY earlier this year.

Doc Searls keynoted. Josh Bernoff presented but the audience size was miniscule. Maybe 20 people in the room and perhaps 2 from companies not consultants or podcasters.

I’m curious how you see this disconnect between customers wanting to hear from peers and “those marketing departments will become totally irrelevant to the company strategy” being resolved and in what time frame?

]]> By: francois http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1531 francois Wed, 21 May 2008 12:49:57 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1531 Hi Mike - if you do it right, then you customer communities will do a fine job in representing the company and its products. One way or the other, I do believe that people do not want to hear from companies anymore, they want to hear from other people. Francois Hi Mike - if you do it right, then you customer communities will do a fine job in representing the company and its products.

One way or the other, I do believe that people do not want to hear from companies anymore, they want to hear from other people.

Francois

]]> By: Mike Smock http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1529 Mike Smock Tue, 20 May 2008 19:43:57 +0000 http://www.emergencemarketing.com/2008/05/20/are-customer-communities-changing-the-marketing-department/#comment-1529 Hi Francois, If marketers are the voice of the customer then who is the voice of the company? Hi Francois,

If marketers are the voice of the customer then who is the voice of the company?

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