 OUR TAKE -
Change Your Own Seat
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 | Recent Editions of CRMAdvocate
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A business has to be involving, it has to be fun, and it has to exercise your creative instincts.
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Richard Branson
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Imagine this scenario. You arrive at the gate for your flight and stand in line to ask the agent for a different seat. After patiently waiting for your turn in the queue you make your request only to have the agent reply, "Change your own seat." Are you offended or empowered?
I would be offended if an agent said that to me. However, I would feel empowered if I knew I could do that without having to wait in line. Recently I read the following promotion from American Airlines:
"Introducing the travel app that understands who you are and where you're going. From where you're departing and from what gate. Where you'll sit and even where you are on the standby list. Use it to change seats, access your mobile boarding pass, check your AAdvantage® miles, set a parking reminder and much more. It's perfect for flying through airports."
Self-service or self-empowerment? I think it's a lot of both. Do you agree? What's your take?
Gary Lemke, Publisher
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 NEW IN CRM
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You're invited, but it's our world. Take your shoes off at the door. If you want to barter with us, get down off that camel! (Cluetrain Manifesto) We've always been social. We've always helped each other. We've always exchanged knowledge. There is nothing new in this. What has changed is the emergence of platforms that are easily accessible and allow us to engage with each other on a scale that has never existed before. Geography, time and cost are no longer the barriers they once were. The only real barrier is inclination: "can I be bothered to help?"(MyCustomer
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While it's true that in the 400 days between Q3 2008 and the beginning of the next decade, lack of budget and a little creativity drove brands to focus on third party social networks like Facebook and Twitter, many are still struggling to figure out how derive value from these conversation hubs. While a 2010 report performed by research company, ComBlu, showed that many corporate communities had not evolved over the last year, leaders in the space like Sears, BofA and SAP, will show other companies the way. (DestinationCRM
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