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May 11, 2015
As the largest moving company in the US, U-Haul is one of the most recognizable brands in the country. Founded by Leonard Shoen in 1945, the company has grown from operating out of a suburban garage to having more than 16,000 active dealers across the nation. That brand recognition and growth is reflected in U-Haul’s social media presence, highlighted by their more than 17,000 Facebook Likes.
Big Brand Theory
May 06, 2015
In between picking up the social media hacks, engaging consumers, mitigating risks and dealing with problems, and making sense of their marketing efforts, social media managers now need to think whether they are ready for the next big phase of social media or not. At present, Social or Consumer Loyalty is touted as the next most significant phase of Social Media.
May 04, 2015
Off the top of your head can you name five brands you purchase or use regularly? Maybe it’s a clothing company you shop at, a laundry detergent you like to use or an airline you prefer to fly on. As consumers why do we make the purchasing decisions that we do?
brand army followers
April 20, 2015
In today’s global digital marketplace, the name of the game is brand integrity. When I say integrity, I’m not referring to the sort of moral uprightness and honesty commonly associated with the term; instead, I’m referring to its secondary (though fundamental) meaning, which relates to a state of being whole and undivided, one of unity and cohesion. It is this kind of holistic integration, both internally (operational) and externally (customer facing), that is the number one hallmark of success in the digital age.
April 19, 2015
You’ve heard it all before, but who is that so-called “digital customer” anyway? In this blog let’s take a look at how the availability of digital channels has become a decision factor in choosing businesses (in this case insurance providers) and why behavior and context trump generations when it boils down to the digital customer.
digital customer
April 18, 2015
A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year. So what’s missing?
customer experience
March 10, 2015
That’s what brands need to take to heart. Loyalty isn’t about the immediate fix, or points, or discounts. It’s about people. The people who take the time to shop your brand and interact on social – even if they’ve got a complaint. Focus on the people, get the help of a solid consumer management platform to help you manage the details, and you too can be the next Taylor Swift. Which in this case is a very good thing.
December 17, 2014
When it comes to trends and the future, this review of over 150,000 predictive loyalty and engagement assessments is a reliable way to identify trends coming down the road in 2015. Take a look.
November 03, 2014
Every brand touch and impression you have on a client, audience, partner or potential customer matters. The goal should be to create compelling, delightful, memorable moments consistently, not just once in awhile or only when it’s easy to do such. In this episode of the Social Zoom Factor podcast I share a recent experience I had with Divani Apollon Palace and Thalasso and Intercontinental hotel on a recent trip to Athens, Greece.
October 31, 2014
In this episode of the Social Zoom Factor podcast I share a recent positive brand experience I had with Delta Airlines on a recent trip to Greece where a smile simply made my day. Through a series of positive brand impressions and experiences, Delta has quickly earned my loyalty and trust. In this episode I also share 10 tips to smile at your customers virtually via the social networks and digital platforms.