June 24, 2010 Michael Bickerton
Since everything has now become public and clients and prospects now take hold of your brand (or not), it’s time for you to consider your relationships. Your relationships online are critical to your marketing, as these relationships are lived in public. On Facebook, Twitter, Linkedin, YouTube etc, we can all find someone saying something about your brand. A friend recently wanted to start an “I’m Bell free” campaign, just for fun, how does that feel Bell Canada?
My point here is this, your relationship with your customer is real, and your customer service is part of your new marketing thought process. The public, your friends, your prospects, and customers are online, live, and every time they say something good about you, your company and or your brand its good marketing. So, make sure that everyone is saying something good about your product, your service, your reputation, honesty, openness, helpfulness, pricing, actually just about any part of the customer experience.
Remember, the book “Raving Fans” by Ken Blanchard, well, they (those fans, or nonfans) now are blogging. They are on Facebook and Twitter, commenting and recommending just about everything good and bad that crosses their paths. Remember this amazing statistic; 83% of people trust the recommendation of a friend.
Every segment of your marketing needs to focus primarily and continuously on your relationships with your customers. Make sure you are assisting and helping your customers take ownership of your brand.
Michael Bickerton, Raven5 Ltd, June 2010