I subscribe to 164 feeds in Bloglines. It is almost impossible to read all of them and stay current so I have created my A1 list that I always enjoy reading and always read first before any other blogs. There are 11 blogs on my A1 list. One of the blogs on my A1 list is Speak up by Richard Edelman. Edelman is president of the world’s largest independent public relations firm. He only posts occasionally but his posts are always thought provoking and he is such a good communicator that you can understand why he is as successful as he is.
In his latest post Edelman discusses the role of PR in the future and how it fits into the way markets are changing and communications is evolving. I especially liked the paragraph which he introduced with a quote from futurist Andrew Zolli, “the consumer must be treated differently, allowed to become part of the
“experience economy.” He believes that capitalism must be humanized”. This is at the heart of what I believe about successful customer support and is part of what I hope to create and deliver at Intuit.