Posts Tagged ‘customer engagement’

Reminder for the day.

Happened upon this statement in a post today.

The railroad tycoons thought they were in the business of railroads when they were really in the business of transport—they were myopically product focused instead of being customer focused.

I’ve heard this before, but it’s a good reminder to think about. What is your business really in the business of? Not the item you make, and not what people say they bought. What do you really deliver? Because ultimately, that is what people are buying.

Have you defined what business you are in?

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Foraging

Seth Godin recently shared his thoughts on how the mathematical concept of the Levy Flight is now showing up in marketing and social media. If you don’t know what that is, please check out his post for details. It’s worth the read. But as a quick recap in Mr. Godin’s words:

“An animal that forages will hang out in a small area, looking for nuts or berries, then will realize it has used up all the likely sources in this spot. It will then head off in a random direction, walk many paces, and start foraging again.”

He goes on to point out the similarity between this behavior and how people engage with, well, everything. You find something you like, you hang out, play, invite others into it, get bored, value dissipates, you move on. He states this may be a great insight to consumer behavior. I agree. But what do we do with it?

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Nestle didn’t fail at social media

The Nestle fiasco that recently happened got a lot of attention from the world, and the social media community in particular. If you aren’t aware of what happened, check out this recap. The headline is “Nestle fails at social media.” The reason they failed? Clamping down on logo usage, defensive and controlling behavior, inattentiveness to consumer concerns.

Yes. Agreed. Guilty as charged.

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