tag:blogger.com,1999:blog-34368959.post3969530716276380730..comments2024-03-25T04:32:02.396-04:00Comments on Customer Experience Matrix: How Do You Justify a Personalized Billboard?David Raabhttp://www.blogger.com/profile/03489754392712536104noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-34368959.post-36467456958327728422007-01-30T14:41:00.000-05:002007-01-30T14:41:00.000-05:00I agree -- you absolutely can't measure everything...I agree -- you absolutely can't measure everything. I'll admit I felt a little uncomfortable that my post might be read as suggesting you can or should. But there still has to be some sort of cost / benefit analysis, if only to compare different options for building emotional relationships. <br /><br />And frankly I'm a little skeptical of a company that claims to value customer relationships and yet avoids trying to calculate the actual value. That seems to allow too much subjectivity in deciding what to actually do. (Cue the Einstein quote: "Not everything that can be counted counts, and not everything that counts can be counted")David Raabhttps://www.blogger.com/profile/03489754392712536104noreply@blogger.comtag:blogger.com,1999:blog-34368959.post-23467715942202435762007-01-30T14:22:00.000-05:002007-01-30T14:22:00.000-05:00ok... this is only half thought out (at best), so ...ok... this is only half thought out (at best), so don't jump all over it, but...<br /><br />...I've been thinking lately that there are two types of companies: those that believe in the value of customer relationships and those that don't.<br /><br />Now, few firms are going to SAY they belong to the 2nd category, but, show me a firm that wants to see the ROI on EVERY LITTLE THING they do and I'll show you a company that I think belongs in the 2nd category.<br /><br />Companies in the first category believe (implicitly) that "anything that deepens the emotional connection a customer has with us pays off in future business -- even though we may not be able to tie that future business back to a specific investment made in the past".<br /><br />just a thought.Ron Shevlinhttps://www.blogger.com/profile/03329100429467977434noreply@blogger.com