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Delete the marketing department
Posted by
David Blyth at 10:00
Imagine asking your Dad to call a girl you like to ask her out on a date. Is this awkward, odd or just plain silly? Well, us marketers are doing this all the time. Consider this; if marketing’s role is about ensuring that the business has engaging relationships with its customers why do we as marketers allow a 20-year old call-center operator to have a conversation with the 45-year old man when their world views are likely to be poles apart. Yes, many large organisations have great CRM and Contact Management software in place but in an always-on, connected world, where customer expectations change in the moment, many marketers are letting IT manage the conversation for them with a standard scripted response. Instead, marketers should be ensuring that every single customer is able to have a real human relationship conversation with the business.
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