I'm intrigued with the concept of what I'll call 3C....Constant Customer Connection, which refers to the idea that companies have a channel for customers to connect with them constantly and they in return have a channel to communicate back . It is where customers continuously share their thoughts, challenges, visions of the future, skeptisms, complaints, appraisals, etc. And the company captures all of this communication and leverages it to guide the strategy, vision, and loyalty with their customers.
Can business leaders and decision makers have constant customer connection? I think so. Do they need it? Yes. What does it look like? I don't know.
I'm curious. What do you think?
Note: This post was originally published in Customer Connection on 11/12/2008.