A few years ago my friend and colleague Maria Sipka introduced me to a couple of professors at Wharton working on a collaborative project about the future of advertising. They invited me to submit an essay on CRM to social, one of what grew to more than 200 essays from colleagues eventually published in the online Advertising 2020 project. They promoted dialog, researched and analyzed the topics of discussion and ultimately wrote a book on their findings, recently published by Wiley.
I got a chance to see a manuscript of the book when it was being written, so I was excited to see they used a quote from my essay—one that I thought was provocative. It was a quote about the degree to which, I believe, advertising has missed the point of social media by focusing on metrics that emphasize quantity more than quality. It’s the kind of criticism that doesn’t always win friends among colleagues, so when I finally got a copy of the published book, I was surprised to find they’d doubled down and selected a second quote, one for the opening page of the book.
Read moreFrom CRM to Social: The Future of Measuring Customer Value
