(Note: I will continue my series on Social Media and Customer Loyalty later this week.)
Today, I am introducing a new feature here at Customers Rock! called Expert’s Corner. Once a month, I will be sharing recorded interviews with experts in the field of customer strategy and loyalty.
I am very pleased to kick-off this feature with an interview of renowned expert Martha Rogers, Ph.D., founding partner of Peppers and Rogers Group. Martha was named by Business 2.0 Magazineas one of the nineteen most important business gurus of the past century. The World Technology Network named her as “an innovator most likely to create visionary ripple effects.” In addition to her work at Peppers and Rogers Group, Martha is an Adjunct Professor at the Fuqua School of Business at Duke University and co-director of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology.
She is also a friend of mine and was more than happy to spend time talking to me about her answers to the following questions:
1. There is a lot of talk today about being “laser focused” on customers. How would you define “customer focus”?
2. We are obviously in a challenging economy right now. Do you believe that a renewed emphasis on existing customers will make a difference to a company’s growth in this environment? Why or why not?
3. Where should the use of social media fit into today’s marketing plans?
Click here for the podcast interview: Experts Corner with Martha Rogers. Note: this will take you to a white page where the audio interview will stream. Click the back button to come back to this post. You can also right-click the link above to download it to your computer and play it offline. (PS – If anyone knows a more elegant solution to play the podcast, please let me know! I am a podcasting newbie.)
Are you an expert who would like to be part of Expert’s Corner here at Customers Rock!, or do you have one in mind you would like me to interview? Drop me a note in the comments or send me an email, and let’s make it happen