Adventures in Mobile Marketing

Part 1 | Part 2 | Part 3
Concerns:

Obviously empowering your customers does have consequences, if someone has a bad customer experience with your company; it is very easy for them to share that with the world. The good thing is, if you respond quickly and make it right it can turn into a huge positive. Most people will respond to their friends and followers how you went above and beyond to fix their issue.

Customer perspective:

A large part of our marketing mindset is to be in the customer’s shoes and what they expect from you in social media. Here are a couple of points I have used to good effect:

• Share emotion over the product or topic – I  want to interact with other customers
• We are listening
• Inspire me
• This is Social Media it should not be a dull marketing experience
• Throw me an exclusive offer   

On a final note you can leverage your customers to be advocates for your company, one’s circle of friends and family tend to carry the greatest amount of social capital in the business context.