We were recently invited by Marketing Mix to present at the annual Loyalty Summit, focusing on how to use Customer Service to drive loyalty and WoM.
This is a topic, which we are very passionate about, but unfortunately the majority of marketers never get involved in this crucial point of engagement between their brand/ product/ service and their customer.
Matt Granfield has put together a great presentation on Social Media/ Word-of-Mouth and uses some interesting Case Studies to get his point across. From about slide 22 it gets interesting. Worth the watch.
HaveYouHeard recently presented at the Kid and Teen Republic Conference in JHB. We focused on how brands should speak to Mothers and why it is so important to understand the effects Word-of-Mouth has on their purchase decisions.
Social Media is very much more progressed abroad, than it is here in South Africa - but you can bet your salary that in the next few years, we will catch up - as well as lead the pack in terms of mobile. Which means, the way you interact, speak, and sell to your target market will need to change. Not only that - these 'revolutionary principles' of marketing aren't actually that revolutionary and show more commen sense of how great marketers should be engaging with their consumers. Apart from all the stats shown - enjoy this thought-provoking insight: Successful companies in social media act more like Dale Carnegie and less like David Ogilvy Listening first, selling second (but every great salesman knows you need to listen first before you sell - otherwise you don't know what you are selling...)
You may not be aware of this great presentation, but it won the coveted position of being the best presentation on Slide Share. Apart from it being put together beautifully/ effectively - it contextualises Social Media in a very simple and easy to understand way. A lot of the principles also apply to WoM - but keep your eyes open for HaveYouHeards copycat "What the F**k is WoM" soon to be released. Enjoy the presentation.
