Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon This is one of the most interesting infographics I’ve seen recently. The huge advocacy for Amazon is amazing. 95% of those surveyed say they “Love the Brand”. But TUI – the German travel company that most of us … Continue reading How To Keep Your Customers Loving Your Brand
Can you imagine launching a business in 2013 whose opening hours are Monday to Friday between the hours of 9.00am to 5.00pm? I’d love to see THAT pitch on Dragons Den. It would be insane. I can’t think of any successful business model still in existence that operates in this way. In the years following the … Continue reading Why Your Social Media Should Follow The Customer – Not Your Opening Hours
“It’s amazing how nice their Smartphones are. Some would actually go without food rather than lose their Smartphone.” This quote is from a manager of a homelessness hostel. Someone who has observed up close that, for the Connected Generation , staying in touch with their networks isn’t a luxury- it’s a necessity. This isn’t something … Continue reading The Connected Homeless
“We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement. … Continue reading Do You Love Your Customers Enough To Follow Them Back?
I was asked a question the other day: “No-one is engaging with our Facebook discussion. Will you have a look at it and tell us what you think?” I turned the question back on them. “If it was you. And you were the customer. Would you have joined in?” After a few seconds deliberation – … Continue reading The Rules of Attraction