For by far the majority of brands, the unequivocal answer to this question is…NO. At least, not yet.
Results of recent campaigns, some of which are public knowledge and some of which are not, are clear. On-line advertising on social media networks, in terms of product sales, does not return revenues of any significance to large [...]
Tags: brands · customer engagement · digital · fmcg
The * Pret A Manger * feedback prompt (below) works for me! Why? Because it’s all the things that a feedback prompt should be; personal, easy, fun, clear, quick to use (and implement, which is vital) – and it seems sincere. Only problem, I’d like to see a phone number on there for those people [...]
Tags: Best practices · customer engagement · reputation
Does the public sector need engaged or committed Customers?
In the private sector, this question is easy to answer. Committed customers stay ‘loyal’ to your brand, preferring to seek out and buy your products rather than those from your competitors. Also, they may trust your brand enough to be tempted into buying products from you in [...]
Tags: crm · customer engagement · digital · public sector
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 [...]
Tags: brands · crm · digital · reputation · web 2.0
Having worked in customer management for more years than I care to remember, I’ve never seen such interest from fast moving consumer goods (FMCG) companies in the whole topic of CRM or RM or IM (interaction management).
And it’s not surprising. The digital world has opened up a whole new posse of opportunities for organisations with [...]