Tag Archives: customer service

Mobile Marketing – notes from a train journey!

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As we close the first month of 2012, with plans for the year in progress, I am sure most businesses are undergoing some change. With economic and EU/UK political uncertainly pulling down, developments in technology are continuing to push businesses up into new territories and marketing opportunities.

I am watching with interest, and working with businesses on the impact that mobile technology is having on their brand and marketing planning. The consumer need for full integration of marketing and communication platforms can create its challenges in our ever-increasing mobile world!

Indeed, as I write this, I am sitting on the 6.05am Tiverton Parkway to Paddington train. I have just seen an ad for the new liquid foundation (will explain all in a future blog – but a long overdue launch from a great brand!) in a magazine, use the QR code that is displayed to find out further details on line, then check on comparison sites where I can make the cheapest purchase, and then order the item to be delivered to my home address the following day.

I have a sip of my decaff coffee (milk and a sweetener) and then move onto checking out some of my favourite (in terms of marketing) fashion brands.

I am a fan of H&M at the moment. Typically a high street retail business model, the brand is making giant leaps with digital media to drive sales.

They are experimenting with virtual changing rooms, customer service Twitter feed, linking their e-commerce site to You Tube and blogs. I sit here working out what I should treat myself to, need something great to wear with my new foundation!

Taking it one step further, is Needle. This is great and I am sure will become an essential marketing tool for UK brands.

Needle puts customers who are looking for product information and recommendations directly in touch with product experts. And here’s the clever part. The product experts are other people who use their products – the brand’s most passionate fans, recruited from social media sites like facebook and Twitter. The theory here is that these “fans” who use the products will offer better advice than any call centre. Advice is given through online text, video or voice chats. As a thank you to the “fans,” the brands allow the experts to earn points – which in turn is used to buy more products from the brand, growing their expertise! According to Needle, a chat with a Needle product expert is “the equivalent of having a personal shopper giving real-time reviews and recommendations to your customers based on rich, interactive dialogues.

Catching the train has never been so much fun!

Social Media = New Customer Service

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Calling all brands – how are you interacting with your customers via your social media sites?

The Social Media Customer Service Report conducted by TNS and commissioned by customer care outsourcing provider Sitel, surveyed more than 1,000 UK consumers and found that 57% of consumers preferred to search online to solve their customer issues, and then interact with customer service on social media channnels such as Facebook, Twitter, You Tube, blogs and forums over any other method.

The good news here is, if you have a great website and are using a variety of real-time information on social media platforms, your consumers are very likely going to resolve their query by posting a question on your website, or view your tutorial or demonstration from your web, or from details on your launches on your blogsite.

But, if you haven’t developed a social media customer service strategy as part of your grand plan, now is the time to do so.

Here is a checklist for you;

1) product demonstrations on line
2) detailed product information
3) forums to chat about your product lines
4) twitter and facebook customer service teams
5) regular blog sites to push out information flow
6) maintain strong phone support – don’t you hate that when you cannot find a phone number to ring on some websites!

Due to my love of beauty brands, I have had a sneak about on facebook and twitter today to get a sense of customer’s comments today.. if you get a moment, take a look:-

www.facebook.com/gillette; good level of interaction with consumers, loud messages coming through on the price of blades!

http://www.facebook.com/MaxFactorUK; blocking customer feedback and interaction on the site, but great at product tutorials.

http://www.facebook.com/moltonbrown; a feast of customer feedback, no need for brand managers here to do focus groups!

http://www.facebook.com/misshoneyuk; great positive customer feedback for this lovely small growing brand.

http://www.facebook.com/BootsOfficialUK; really great, open messaging.

So the watch-out. Your social media strategy will blur into your customer service strategy, so make sure you are ready!