Does Your Technology Engage Your Customers?

The irony of this article is that Adobe has a complex and non-transparent pricing around upgrades particularly when changing platforms that translates to a very difficult retail experience online. They also have a very awkward demarcation between their online storefront, their online customer service and their phone customer service. I've also had trouble getting satisfactory fulfillment on physical shipments. Combined with some confusion between their macromedia and adobe portals makes adobe one of my least favorite online software vendor destinations.

We are passionate evangelists for the Gallup Organization's principles and very pleased to see you explore the opportunities to drive greater engagement through the right understanding and use of technology.

Without a doubt, we have moved out of the Industrial Age through the Information Age and into the Interconnected Age. This new era, defined by the fundamental shift in how people can connect and engage with others, is redefining all aspects of our lives. Our growing awareness of how we as individuals connect to the rest of the world is forcing us to reexamine the simple and complex parts of life.

To quote our company's philosophy - "As long as we’ve occupied this little speck of universal dust called Earth, human beings have been trying to connect with one another. First it was through grunts and gestures, then words and pictures, and now, networks and pixels. While technology advances our abilities and our capacities, our human needs remain the same—to understand the world that surrounds us, and build meaningful relationships to share our findings with others."

I think of Tom Rath's book "Vital Friends" and the powerful idea that the greatest opportunity we have for growth is in the connection between ourselves and others. Within each connection, we create a mosaic of experiences. Those experiences shape the impressions that drive the emotional response that leads us to form our perception of the other. For companies, we call that "the brand". Every point of interaction - in person, print, radio, TV, digital, etc. - shapes that mosaic.

Nothing can replace the robust impressions of face-to-face interactions. But, how can you fill the spaces in between these interactions with other impressions far more robust than static brochures? With the right strategy that incorporates the right mix of powerful storytelling and tools (sharp design interfaces, blogs, videos, animations, social networks, etc.), an organization can fill the space with meaningful interactions that drive greater engagement - for internal and external constituencies. Better yet, these interactions can happen at the time and place of your audiences' choosing.

Keep pursuing this concept and you can help the rest of the Gallup Organization community interweave your powerful principles in ways you would have only imagined ten years ago.

Scott W. Henderson
www.mediasauce.com
Strategic, Learner, Activator, Achiever, Individualization

Thank you very much for the wonderful article. It contributes insight.

Anyway please let me share my comment

In this research sampling, it seemed not cover worldwide (many studied countries did not include Asia, or other part of the world), so it can't be said that this artical should represent in general.

In the detail of the artical so much focused in electronic deviced stuff, until it seemed to me that the core of essential was forgotten. Electronic device(s) was just a method of communication or convience provider etc, and when customer decided to use one service provider they do not decided because one additional element offered. Instead it is the whole package of what organization offer (4-6 P, Brand image, experience etc)that customer make the decision.

One more thing that marketer should not forget is customers in different part of the wrold also has different culture, preference, value, experience. So it would be more better if marketers knows and understand your customer in your territory, and decided things which mostly hit their hearts.

Heheheeh hope my comment not so offensive >_< Anywayyy hope you all have good days ^_^

Natchuda Meena

Where does honorable behavior fit into your research? How can you measure honor? Today's bandwagon is "green". Can tomorrow's bandwagon be honor? Is measuring it impossible? Is surveying its value impossible? Can we even define it across the globe? Can you measure the cost of dishonorable behavior to our world? This is the ultimate challenge going forward and perhaps you have the organization to lead the charge.
Becky McDonough
Becky McDonough
Becky McDonough