They are passionate about what they do, and it shows. I have been impressed by the ability that some people have to explain complex things simply and with a human voice. These are the best that corporate America offers -- technical people, people who could be consultants (and may be consulted seldom).
What would happen if we put these people in front of customers? Today at Fast Company Expert blogs I wonder if experts were customer champions.
I suspect that we are so behind the customer conversation curve that we might have to start with a heavy dose of reaction first. There's no faking catching up to what people want and need. The cry for authenticity and transparency is but one of the symptoms that this is not being done as much as we think it is.
You know how it works for promotion -- testimonials are a much stronger form of publicity than company fluff. Today people rely more heavily than ever on other people for referrals and stories about brands. I say that putting your best foot forward also means putting your best people on those who matter most: customers. Do you have examples of companies that already do it?
[Image of Jazz Club Dune, Rome, Italy. Project by Gianandrea Facchini ]