Creating Great Social Experiences

Creating products is about building great experiences for customers. But customers’ expectations for those experiences have changed over the years. My old boss, Raja Rajamannar, CMO of Mastercard, talks about how marketing is no longer about storytelling, but about storymaking. Similarly, Jeff Bezos says that at Amazon, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” However you cut it, customers are now engaged participants rather than passive recipients of a company’s products with companies acting as facilitators. Continue reading “Creating Great Social Experiences”