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Is social media kicking out the ladder?

As you watch this video, it is hard to avoid thinking about times when the ladder has been kicked out from under your feet and you have been challenged to accomplish the impossible.


One of those times is happening now as customers gain more control over corporate brands, product development, and various other aspects of a company. The implications of this power shift are causing many organizations to kick the ladder and do things a new way and we, as customer strategists, are not exempt.

We might not have the answers or know how we are going to accomplish this challenge, but we must embrace the opportunity with or without a safety net. We know customer focus is better business and many of our customers are giving us a new channel to interact and learn from their experiences.

If we embrace this challenge great things will come.

As we look towards the New Year, let’s kick out the ladder and go for it.

What do you think? You in?

Note: This post was originally published in Customer Connection on 12/16/2009.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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