Recently, the annual list of companies with the worst customer service came out and it got me thinking. It's time that marketers seized the opportunity of "helpfulness" and use its value at every stage of the purchase journey, from prospect to long-term, raving fan. All too often, helpfulness is dismissed as a throwaway, when it can be transformed into your most valuable engagement strategy.
It was a more than sixteen years ago -- how time flies -- that Seth Godin published his little marketing classic, Permission Marketing. The premise of his book: the digital experience is changing the way we engage with customers because customers have more power to manage their relationships with brands.