Marketing 2.0 in plain language
While I was searching in Google for the term ‘social media marketing’ Google Suggest gave me the term ‘social media marketing for dummies’. And that means people are appearantly searching for that.
Google Suggest is a really handy tool to get a grip on long tail searches and it is also a source of inspiration for blog topics. And that’s why I am now writing this post for ‘social media marketing for dummies’.
I like Vodafone. I’ve been a customer for years. Mostly because their reception is good. And that’s the most important factor for a network operator.
But I don’t love Vodafone. I’m not a fan. And that’s a shame actually, because as a loyal customer, I think I am a prime target to become a fan. I don’t really get why Vodafone is not focusing more on improving customer loyalty: especially in a market where people easily switch providers. It simply doesn’t make sense.
Recently my business partner Steve wrote a post about Zappos generating more than 1 billion USD in sales over 2009 with more than 75% being repeat business. They sell shoes and clothing online. But as he points out, they actually sell customer service. It truly is at the heart of their business model.
When you see their amazing level of customer service, it automatically makes me think of all the times I haven’t been treated well as a customer.
A recent personal experience
I’ve been a loyal Vodafone customer for years. When I wanted the new Google Nexus phone, I called them. They told me they didn’t stock it and suggested I go somewhere else. That’s it. Nothing else. They didn’t ask me why I wanted the Nexus, suggest an alternative, point me in the right direction. See if they could help. They just told me to go elsewhere. That’s definitely not what I call good customer service.
I ended up getting my free Google Nexus One phone through an online vendor. But guess what? I still prolonged my subscription with Vodafone.
Why?
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Hi! I’ve been a B2C/B2B marketer for nearly 20 years: founder & consultant at Storywise, brand director at Commodore, marketing director at MonteVerdi.TV and head of marketing & promotion at EMI Music. Today, I’m a proud husband, father of two & content marketing specialist at ROBIN – the intelligent customer service assistant.
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