The Economist Intelligence Unit recently released a report about how the value of customers is being measured. There are some important implications for businesses, and you can download the full report if you want to dig a bit deeper.
One of my favorite quotes from the report was the following:
…measures of customer value that focus solely on transaction activity capture only a fraction of an individual’s behaviour and potential value.
It’s so true. While we always need to tie metrics and measures of social media back to our business goals (and often the bottom line), there is so much more value to the new social customer than the $29.99 they just spent on your website. Continue reading
It’s one of the most defining questions facing the PR profession: How do we ensure our voice, our insight, our expertise, is given its proper place among C-levels in our company/organization? In some cases, this very question can define a professional’s entire experience with a company.
So big, in fact, is this question that the PR profession has been debating the topic for years. A recent interview series on public relations ethics from PRSA’s Public Relations Tactics magazine shed some light on how some industry thought-leaders view the balance professionals face between being an internal adviser/counselor and an external communicator. One point, in particular, I was motivated by came from Keith Mabee, APR, vice chairman of Dix & Eaton:
We have to be organizational boundary riders with one foot in the inner sanctum of the C-suite and the boardroom and the other foot out there in our constituency environment. A lot of it has to do with having the courage of your convictions, adept interpersonal skills and the ability to communicate your breadth and knowledge of the business and the industry you’re operating in. Continue reading