Echoing what I’ve been preaching for years now around my day-job, firms that are seen as customer advocates will reap rewards in measurable increased wallet share. This takes “soft” business cases built around “blue dollars” and adds real substance to them.
This also extends into the Community play of for transparency and value to the customer, as nicely codified by Geoff Livingston in his article on “The Seven Principles of Community Building”
In addition, it’s really nice to see a company like Forrester using YouTube to distribute their talks.[youtube:http://www.youtube.com/watch?v=oU7WuBRzOlY]
Love the writing style and the topics. Granted I’ve only read two post so far, but you started following me on twitter so I decided to give your site a look.
Feel free to run over to bowlofcheese.com – my main inane blog or visit any of the other sites I have. I think they’re all listed at jeffcutler.com or at the blog.
Keep up the innovative thinking.