Customer Engagement Lessons From The Dark Side!


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“Pink Floyd would like to invite you to take part in a global playback event, to celebrate the 40th anniversary of their seminal album, “The Dark Side Of The Moon” on March 24, marking 40 years since the album’s original UK release date – join us in turning the moon dark on”

That was the official invitation from Pink Floyd on their website yesterday to celebrate the 40th birthday of their epic album Dark Side Of The Moon. They invited people to listen to the album and tweet their thoughts, memories and pictures.

Forget CRM, Think MCR – Maximise your Customer Relationships is Characteristic #4 of 3D businesses and Pink Floyd are a great example of creating ‘dialogue, not diatribes’ with their customers.

It’s a nice simple way of engaging customers, and I suspect introduce this masterpiece to those unfortunate enough never to have heard it (hope you can’t spot my completely unbiased view here!).

Maybe the young Justin Bieber can learn from the after his customer disappointment experience a couple of weeks ago.

So, what are the lessons from these guys, when it comes to ‘engaging’ with your customers?

Well, what you need to do to is…

  • Create some ‘Time’ to listen to your customers…
  • Reduce the ‘Us And Them’ between you…
  • Ask them to ‘Speak To Me!’

(For those that don’t know – those are 3 tracks on the album – I don’t know how I do it for the ‘Money’ – hey, there’s another one!)

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


  1. Some companies are hesitant to engage so to avoid negative feedback’s that may hurt the companies reputation. But not listening and not responding to the customer’s concerns will cause a lot more damage. Acceptance of your product/service weaknesses is most of the time appreciated by consumers and may result to customer loyalty.


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