March 05, 2015

Episode 016: Digital Deniers, Blagica Bottigliero, and Discontinuing Products

17 minutes

In this episode…

Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives

An Interview With Blagica Bottigliero of Metaverse Mod Squad

A Product Discontinuation Becomes a Customer Problem

Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives

Are there still people who don’t believe their customers are truly digital?

Adam and Jeannie discuss how leaders need to understand their customers’ digital lives – social, mobile, etc. And how there’s no point in denying it!

Discussion begins at 1:40.

Interview with Blagica Bottigliero

Blagica is Vice President of Digital Media for Metaverse Mod Squad.

Blagica discusses digital engagement in a 24/7 world, who owns the digital customer experience and how customer service fits into that world. Hear how organizations make certain mistakes with social media when serving customers.

Interview begins at 4:04.

Customer Hero, Customer Zero: Discontinuing a Product The Wrong Way

Adam and Jeannie discuss the pervasive theory of maximizing shareholder value and how there’s a backlash when it doesn’t serve customers. Listen to how Adam and Jeannie break this theory down into why short-term returns might not be worth long-term loyalty. And how bad profits don’t add up!

Discussion begins at 10:04.

People, Places, and Things from the Podcast:

Blagica Bottigliero is the Vice President of Digital Media for Metaverse Mod Squad. She's spent 17 years seeing the web grow and enjoying the ride along the way. Connect with Blagica here: Twitter | www.blagica.com | www.metaversemodsquad.com

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