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26 Feb So I'm staying at the Hard Rock Hotel in Vegas and will be attending this two day conference with some big names in the customer-centric arenas. Here is the link to the show. There's been a lot of mentions how Customer Service is the new marketing, be more customer-focused, etc. From my experience if you don't know your customers, how can you market to them? How can you engage them? There's much to be said about the traditional aspects of understanding the people you are trying to communicate with and there are people like Jeremiah Owyang with his post on hard data about audiences that makes me remember the intricacies of trying to engage people who don't know you exist. If you aren't creating personas, audience profiles or character types; now is the time to rethink how all of the tactics you are using are really being received by your audience...
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