Friday, December 13, 2013

How the ‘Internet of Customers’ Is Changing Employee Engagement

This post was originally published on the HumanCapitalist blog. Included here is the lead and a link to full post.

Marc Benioff, the CEO of Salesforce.com, talked a lot about customer service during the company’s annual Dreamforce conference last month, and his insights got me into thinking: Could these same insights, applied to the workplace, solve the problem of employee engagement?

I think so.

At Dreamforce, it became clear to me that companies need to develop deep personal relationships with their customers or risk failing. Benioff called this “The Internet of Customers,” which essentially refers to how Big Data is fundamentally reshaping the relationship that marketers have with their customers.

We’re already seeing it. A doctor can receive an X-ray image on a phone and add some analysis while shopping with the family on Saturday afternoon. An account executive can ........ 

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