[From Forrester's 2007 Marketing Forum] Sylvia Reynolds faces a unique challange as Wells Fargo’s CMO. “We have the opportunity to delight or disappoint our customers in moments of trust every day,” she said. And there are a lot of opportunities for Wells Fargo, who receives 250 million phone calls to its call centers each year. [...]
Archive | April, 2007
Sony’s Customer Centric (Re)organization
[From Forrester's 2007 Marketing Forum] What does SpiderMan 3 have to do with customer-centricity? A lot if you’re Sony Electronics CMO Michael Fasulo, who spoke today on the mainstage with Senior Analyst Brian Haven. That’s because Sony’s large, global family of diverse brands, from Vaio to Sony Pictures, presents an organizational hurdle towards customer centricity. [...]
