The Z.E.R.O Approach to CEM
Part 1 of 2: Joseph Jaffe on How Promoters Drive Value
Industry thought leader Joseph Jaffe makes the case that in 5 years 50% of all marketing spend should be “direct.” The shift from being a tenant (renting media via “indirect” spending) to a landlord (owning assets through “direct” spending) pivots around the customer and offers the opportunity to truly invigorate and reinvent customer service, experience, and relationship marketing in the process. In this first of a two-part series, hear more on this and:
- Why you should think of promoters as their own NPS ecosystem
- How tech and mobile-enabled pilot programs evolve utility, service and experience
- The careful balance of automation and human touch
Joseph Jaffe is an industry speaker, author, and CEO and co-founder of Evol8tion, a consultancy connecting brands with start-ups. Joseph is a customer experience thought leader and has written 4 books, including the most recent, Z.E.R.O. – Zero Paid Media as the New Marketing Model, with Maarten Albarda.
