Conversation Agent - Valeria Maltoni - What if Customers Were the Service? II

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The rushing man/soccer mum - is our lost patience seen most starkly in the roots of the current economic crisis. People no longer wanted to wait to be wealthy.

What's interesting about rushing man/soccer mum is that I suspect they never lose patience with themselves watching TV or their myspace page.

Both missing the lights and watching the TV are equally unproductive - but we get upset at 30 seconds and are oblivious to the thousands of seconds we waste.

Its a topsy turvy world

@Rudy - I think each executive in a company should spend at least four weeks a year in customer service roles. Might things change a little? Maybe. But we would surely have a lot more fun on the customer side! Joking aside, it is indeed a good idea not to take customers for granted.

@Peter - yes, we've had this conversation. The thing is that marketers want us to be tidy and neat inside their charts and funnels. But we are messy and we change our mind. I am beginning to see the attitude of entitlement many bring to their behavior. A man in a car rushing you because they did not make the light (happened today) so he needs to put everyone in danger to make a point. Which is? Soccer moms who park their SUV or minivan in the middle of the running trail so they don't need to walk an extra 15 feet to the field I've got the pictures to prove it ;-). That is just sad, but real indeed. It was George Bernard Show who said: "This is the true joy in life - being used for a purpose recognized by yourself as a mighty one; being thoroughly worn out before you are thrown on the scrap heap; being a force of nature instead of a feverish selfish little clod of ailments and grievances."

@Ari - except for I wouldn't as a customer. I would not generate any ads. Maybe tell stories, I do that already about the products and services that impress me. Thank you for suggesting and providing context.

Of course customers are the service. Taking a step beyond, I commented on ReadWriteWeb a while back on a thread about semantic technologies that customers should generate the advertising:

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