Friday, July 8, 2011

Think like a customer

Liberally copied from Dear Radian6 - but it totally sounds like something I would say, and since I haven't said anything in a while, it's a good place to start again :) So many times I've read articles and thought, I should write something similiar for my peeps but never get to it. My new strategy is I'm going to start quoting more - we'll see how it goes.

If you are thinking like a customer, you can better appreciate what your customers may like. So keep this in mind when you share content, advice or just reach out in a friendly tone. Make what you say count. Infrequent, compelling interactions will mean more to your customers than a whirlwind of pokes and hellos that only fill a social site up with too much talking.

It is likely a rare occurrence that a customer taps you on your social-web-shoulder, pokes you and giggles then waves frantically in excitement just for the opportunity to be your friend. Customers want to know what’s in it for me? – known in marketing circles as WIIFM. So if you’re waiting for customers to cheerfully connect with you online just because, you may be waiting a long time.

Do you remember the excitement you felt when you were given a wrapped gift and the contents of the box were entirely a mystery? Surprises can be exciting, so why not surprise your customers by friending them first and joining in on the conversations they are having about you, about travel in general and their love/need for flying? Customers who experience an interaction from behind a social profile tend to turn their ear towards that brand and actually listen.

Perhaps one of the greatest examples of surprising customers is the KLM Surprises campaign. KLM really took flight using social media to demonstrate just how eager they were to soar above customer’s expectations.

The video is a little slow in the middle but hang with it.

If you need help with your social media strategy, contact me, the program can help

Til next time

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