BBeen thinking a lot about customer service since the last post, and the newest “I’m a Mac” ads sum it up really well. Anyone who ever goes to an Apple store Genius bar is an instant convert to the genuine customer service they experience. Formula includes getting passionate people to work for you, then putting them in a store environment where customers and potential customers alike can ask them absolutely anything Mac related, iPhone related & iPod related. And it’s free. Apple have the “giving it away for free to build customer brand advocacy” down pat. They have millions of brand evangelists telling everyone how fantastic Apple is. Go and check out the Genius bar for yourself. Don’t just take my word for it.
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Is it customer service if you’re not a customer?
When you’re interacting with brands using social media marketing: is it customer service if you’re not a customer?
With all the brands using social media to outreach and build up relationships, there are many paths to becoming a customer beyond the traditional one to many, company to customer “traditional” marketing model. Social media is causing a major rethink of the one way conversation. I found this great summary of the degrees of relationships in social media marketing…
Jetstar’s 5 cent fail sale
Like all Jetstar members who’d opted in to their communications, I was sent 2 eDMs hyping up a sale which started at 10pm tonight. Here’s the web version of the eDM promising 5 c seats from Melbourne to Hobart and Brisbane to Newcastle and Gold Coast to Sydney.
So what was the catch? The only way you could book was clicking on the link from the eDM or the webpage version. And of course thousands of people were trying to book in the hour or so the offer was available. Of those thousands who tried to access the site, they were presented with a website fail screen, prompting very vocal negative responses on Twitter.
Don’t believe the celebrity Twitter hype
This excerpt from E! Channel’s The Soup is from one week of Twitter mentions on prime time TV in the US. Even though the celebrities have been drawing the masses onto Twitter, Nielsen reported yesterday that around 60% of users signing up to Twitter “fail to return” after a month. The report has been picked up verbatim by the ABC & SBS and has been retweeted throughout the day. In Australia, the report hasn’t been given any kind of analysis or insight by people who actually use Twitter
In one corner we have “celebrities are bringing the masses to Twitter and ruining it for early adopters”. In the other corner we have “Twitter has only 40% retention rate for new users and won’t keep exponential growth”. Reality is somewhere in the middle, but do celebrities amplify the Twitter hype?
7 top Australian blog lists
Blog posts of lists are really popular. Lists of top blogs are even more popular. This is the definitive list of the definitive lists. You can call it Digital Tip’s 7 top Australian Blog lists. Read more…
Is public the new private?
Is public the new private? What constitutes oversharing on the public channel of Twitter? So a lot of angst of private being the new public relates to the equation
* how famous/reputable you are
* relative to how private you want to keep your life
* relative to your awareness of who your talking to
* and what you are saying
* how public the channel is