Ride on the Cluetrain
It's within our power to engage with our best customers rather than ignore them—and to do so well before a situation has deteriorated as completely as the one between PayPal and Regretsy did. Our choice, as organizations, is whether or not we find better ways to reach out to our customers and communicate with them on a recurring basis, without sacrificing speed, scale, or productivity gains in the process. When it comes to creating the conditions for serendipity to thrive, this kind of interaction is greatly beneficial; for the long-term health of our business in a highly networked world, it's critical.
According to Lea, the whole strategy of deflection and scripted customer interactions through tightly controlled channels ...
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