CEOs share secrets of connecting with customers in an age of mass intimacy
Mary Dillon, U.S. Cellular: Wrote personalized songs to customers who tweeted with service complaints. Internal contest identified employees who were exceptional singers. 70 videos created, tweeted back to individuals and posted on YouTube.
Joe Rigby, PepCo Holdings: Only now, through smart meters, do we have the ability to know when an individual’s power is out. That means more efficient restoration and personal dialogue online.
George Halvorson, Kaiser Permanente: We have no paper. 100 million e-connections with patients last year. 68 million lab results electronically. In one month, over a million users using iPhone app to get lab results in hours.
Dan Jauernig, Classified Ventures: Shoppers on our site can get real-time, online answers from other customers while shopping for a car or apartment.
What it takes for mass intimacy to happen?
Steve Hasselmann, IBM: Make sure somebody has the mission. Most often it’s the chief marketing officer and the CIO as a pair.
