Tom Guarriello reminds us of the most important long tail of all, the long tail of reputation. I couldn't agree more.
Tom's basic point that repuptations take time to build and change, harkens back to the basic point that you are in a RELATIONSHIP with your customer [note: singular noun], and valuable relationships take time to grow.
This is not about "productizing" or "packaging" or "titling" how you relate to your customers. I don't care if you call it CRM, CMR or the old 1:1.
As a matter of fact - don't CALL it anything.
It seems that once people and organizations start naming things they ease up and stop being proactive. Naming things makes them instantly less personal. This is about ACTION and a behavioral shift.
Here are a few of the VERBS that I use as a constant gut check. If you have any additional "relationship verbs" let me know.
- Listen
- Ask
- Converse
- Facilitate
Rant over, off to enjoy this beautiful spring day.
[Diego, thanks for the link]
