Calling Guitar Man - Gary Lemke - ContactCenterWorld.com Blog
I have been receiving quite a bit of response to my on-going analysis of the Guitar Man's story. If you haven't kept up, now's your chance to catch up with my thoughts as well as the thoughts of Dave Carroll - the real life Guitar Man. My purpose in revisiting the story is not to take sides of who is right or wrong. Rather, I'm hoping the gift of time allows us to understand what really changed as a result . . . and what you can do to better your customer experiences.
I've discovered a group of vocal respondents I want to address today. I segment these respondents into a distinct group because they share these characteristics: 1) they are extremely pro Guitar Man; 2) they feel I have unfairly represented the facts; 3) they attacked me personally, and; 4) they are not regular CRMAdvocate subscribers. In short, they see this as a battle between Guitar Man and Advocate Man. I'm envious I don't have groupies like that.
I find that quite unfortunate because I have no personal ax to grind. In fact, I applaud everything he is doing. He offers himself as a public figure with a voice. Going public means more responsibility, more scrutiny, and diverse opinions. Can't we discuss public stories in public? I hope Guitar Man and his followers can embrace social media as a platform for all opinions.
Last month, I reached out to Guitar Man asking for his input on this piece. No response. After I published, he wrote a response and I shared his unedited words with the entire CRMAdvocate community to make sure he had an equal voice. And I offered to have a phone conversation so he could have input on my continued coverage. He agreed to call me but never did. Mr. Carroll, the offer still stands. Call me.
Follow Gary Lemke on Twitter at @lemke.
Publish Date: November 9, 2011 10:02 AM