neil woodcock’s marketing blog

As social media is all about customers, here’s our definition put in customer terms. SCRM is how we…

Listen to what you and others have to say about our brands and service

Help you engage with us, whenever you need to, wherever you are, in ways that are convenient to you

Provide you with the personal experience you [...]

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Much has been written about social media and its rising importance in engaging customers. A consumer’s engagement with a brand can be measured along a continuum – from no awareness, through to early engagement and maybe, if you’re lucky (and clever), onto advocacy. Like any relationship, the strength of feeling will develop and vary over [...]

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Marketers are working in exciting times.  Never before have we been able to get so close to our customers and engage with them in such a timely and relevant manner.  Harnessed with customer relationship management (CRM), Social Media can deliver financial benefits to companies no matter what sector.  The benefits are centred around increasing ‘customer [...]

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Are there any positives emanating from the turmoil and uncertainty in the financial markets at the moment?  Well one thing is certain; like it or not low growth and downward pressure on prices and margins will be the norm for the next 6-18 months! But there is a positive in this  – the environment provides [...]

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You may have heard the stories about HSBC, Wal-mart, Sony, Dell and others being forced to change tack by the power of influential consumers online. If you Google ‘[any brand]sucks’ you are likely to identify disgruntled consumers who have bothered to set up a web presence to talk about the brand or service in a negative [...]

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