Comments on: Using Social Media for Customer Loyalty, Part 2

By: Carpet Cleaning Edinburgh

Carpet Cleaning Edinburgh — Sat, 10 Oct 2009 00:45:22 +0000

i’ve been using facebook for a few months now to keep in touch with customers! works good for me.

By: Look Ahead in personal branding « Marenated

Look Ahead in personal branding « Marenated — Thu, 27 Nov 2008 01:30:58 +0000

[...] of people miss the boat on this one. Fortunately, there are lots of tools that are helping with the conversation part of relationship. Allowing clients, customers, and colleagues to critique you or praise you in public is huge. [...]

By: Becky Carroll

Becky Carroll — Wed, 15 Oct 2008 15:24:17 +0000

Thank you for your questions, Karen. Using Twitter is not for everyone, but for those companies that are using it, such as Zappos, it has provided a great way to put a human face on a company. People don’t buy from corporations; they buy from other people. Especially for an online business, making it more personal is essential.

My best suggestion would be to try it yourself. Follow a few companies that you like (if they are on Twitter) and see if it is useful for you. If not, don’t spend time on it. If it is useful, then go for it!

By: Karen

Karen — Sun, 12 Oct 2008 16:06:06 +0000

Reality check

Please help me understand why people are interested in following the tweets of others, especially for a person in a company you do not even know? Teenagers yes, adults….I have a hard time getting it.

I understand why a company loves to have customers follow their every meaningless activity, but do these customers following the tweets of say Tony not have a life? This seems like the dream of marketeers, but why do consumers care? It is amazing how some are more than happy wasting their time rather than doing something of some value.

Looking at the zappos suggestion box,I noticed that they only have 30 or so suggestions. This is considered successK

By: Becky Carroll

Becky Carroll — Wed, 08 Oct 2008 20:21:21 +0000

BJ, I love it when people support having an actual dialog with customers; thanks for keeping the faith! It will be interesting to watch the measures for social media in the coming months. I think a lot of it depends on what your goals are for using social media in the first place. Listening? Talking? Energizing fans? Each has a unique set of measures (and they aren’t all directly about revenue). Thanks!

Mark, thanks for your comment. It is indeed frustrating when we get used to being able to contact great companies like Zappos or Comcast via social media, then we run across issues with non-social media companies. In those cases, I am not sure social media will help unless it is with the big dogs, like The Consumerist. I only say this because a company that doesn’t get it will belittle those coming in from the social media channel, in my opinion. Good luck to your friend!

By: Mark Krupinski

Mark Krupinski — Thu, 02 Oct 2008 18:42:28 +0000

I’m a firm believer in the power of social media – but what do you do when a company has no social media visibility?

Right now, my friend Jeremy has an issue with a local BMW dealership where he’s not getting any satisfaction and there are no other outlets so now he’s calling on the local community – see: http://homeculinaire.blogspot.com/2008/10/my-land-rover-battle.html

Any ideas?

By: BJ Cook

BJ Cook — Tue, 30 Sep 2008 19:09:21 +0000

@Matt – Thanks for mentioning SuggestionBox. As a company that is trying to drive awareness on why creating a dialogue with your customers is important, we appreciate when we’re noticed for doing it ourselves.

@Becky – Another great post. We as you know have had the pleasure of working with the Zappos team over the past 4 months and their responsiveness through the social media channels is uncanny. Tony for a CEO is very accessible and is always willing to pass me to the person I need to speak to within minutes. From their brand marketers to customer service team, Zappos are true champions in the customer-centric space.

One of the key things about social media is trying to get your message out there via all of these tools, but it’s another thing to go and measure that. It will be interesting to see what types of metrics develop over the next year as ROI becomes an ever increasing part of assessing the value in social media as a tactic in your overall marketing strategy.

By: Becky Carroll

Becky Carroll — Tue, 30 Sep 2008 05:48:48 +0000

Thanks, Matt; very interesting post and experiment you did! Will be good to see how that looks in a few months. Thanks also for mentioning my blog in your comment section.

By: Matt Wilson

Matt Wilson — Tue, 30 Sep 2008 03:00:55 +0000

I recently began tracking companies who are using Twitter for customer loyalty.

Not trying to spam, but someone may find this useful. There is some good info here–

http://zaggededge.com/?p=144

Thanks for the post, i appreciated it.

Matt