Thursday, 30 December 2010

How not to look an ass in any eCRM Conversation

One of the key maxims of conversation is taking turns.

This not only allows the participants to learn more about each other but also helps the conversation take it's natural course.

This obviously applies in the real world and even more so in the digital world of eCRM. Brands often fall into the trap of talking about themselves non stop until the consumer either finally capitulates or runs away!

We have no excuses not to listen to the customer or potential customers. Our ability to monitor what they look at, at what time and for how long has never been so great. And yet many brands fail to use this insight.

It's key that in any eCRM conversation that you learn about the other party and don't just talk about yourself.

The former will make you look smart

The latter will make just make you look an ass

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