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Op-ed - Written by on Friday, July 9, 2010 10:10 - 2 Comments

Naumi Haque
The customer is not in control


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Bruce Harpham
Jul 11, 2010 21:20

Well done on your YouTube debut, Naumi.

The notion that the customer is “in charge” can work in some circumstances (e.g. the t-shirt company, Threadless, comes to mind) but I would agree that is the exception to the rule. When it comes to innovation and product development, customer feedback can be helpful but I doubt many customers would imagine truly new ideas (e.g. the old observation that most customers in c. 1900 would have asked for a faster horse rather than a car).

Jul 18, 2010 9:10

I completely agree that without the coupling of traditional CRM profile and the social identity we are missing most of the value. Yet based on my experience brands are not (yet) ready to fully take this step.

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