Tag Archives: customer engagement

Paul Sperry hailed from a family that had a longstanding relationship with the sea. As a result, he went on to become an accomplished sailor himself. Sperry was a Seamen, First Class in the United States Navy and in his spare time sailed aboard his own boat ‘Sirocco‘. During a chance encounter with rough seas, poor shoes on a slippery deck nearly cost Paul Sperry his life. It was at that moment that he began searching for a solution to the unfortunate problem of many sailors. After much trial and error, it was eventually Sperry’s dog who would help him come to a solution. After watching his dog run across ice without struggle, Sperry decided to create grooves in a rubber sole, similar to those that were in his dog’s paws. In 1935, the first Sperry deck shoes were made. The sole of the Sperry Top-Sider deck shoe “sticks like a barnacle” and was therefore trusted by the United States Navy as an official shoe during the Second World War, The Kennedy Family during their sailing adventures, and as the official shoe for the America’s Cup. Given the fact that the Sperry brand of deck shoes were, and continue to be the top choice of such customers, it is no wonder that the Sperry brand entrusts their customers to ensure the quality and the longevity of the brand.

Toronto-based Lulu et Elle Photography specializes in stylized newborn imagery. Owner and principal photographer Lana Polashek is at the top of her game on account of her innovative and personalized approach to documenting the arrival of newborns. Her success lies in the ability to produce photography shaped by client-driven narratives and share the studio experience through social media. “Being a newborn photographer allows me to document intense moments of vulnerability. The fragility of the baby, along with the vulnerable state of the parents, are all essential parts of the story. This is where my brand is – excuse the pun – born. Customer engagement starts at the most fundamental level – the photography session – and continues through my social media strategy.” Lana Polashek Customer engagement can be understood as the psychological state emanating from a collaborative customer/brand experience. Engagement reflects a motivational state which occurs through an individual’s interactions with a particular product or service. Engagement differs from satisfaction, as the former is focused on consumers’ cognitive, emotional and behavioural patterns during specific brand interactions, whereas the latter may only develop thereafter.

When I was a child, I remember eating my breakfast at the kitchen table each morning as my parents listened to the latest in local news and weather through a little radio on the counter. This is how many people would get their information to start their day, but now, there are other options. Now-a-days, I set my alarm 30 minutes before I need to get up to allow myself time to check personal email as well as scroll through Instagram, Facebook and Twitter – and I’m certain I’m not the only one.

Living in a era of technology and connected devices , we all know the importance of being connected to the outside world through our electronic devices such as smartphones, tablets and etc, as necessary as it seems , this need increases the degree of reliability and dependency of most of us on our smartphones even for very basic stuff; navigating yourself to get to your desired destination, getting access to meal recipes, learning new workout moves and the list goes on. It is incredible how technology changes people’s habit over the years.It was not even 30 years ago when the first generation of handheld devices got into the consumer’s market with essential features, solely designed to make telephone contacts, whereas the latest generations will bring more and more mind boggling features at our fingertips. Speaking of mobile technology evolution, Samsung and Apple are by far the best in class quality mobile manufacture leaders in the world’s marketplace, two biggest competitors which are always introducing top-notch products to the market since the 1990s’.

Traditionally, Black Friday is a day for consumers to spend mad amounts of money on discounted wares. More and more in recent years, there are videos and phone captures of in-store fights, parking lot brawls, and general retail unpleasantness. But one company decided that there had to be a better different way. Cards Against Humanity, everyone’s favourite “party game for horrible people,” has spent the past three Black Fridays requesting that their customers pay a price increase or donate their money to the game’s creators. Though this is a clearly unconventional request, their customers passionately and quickly respond, giving their funds freely. Let’s look at how a start-up has not only turned their consumers into passionate product advocates, but also into willing financial contributors who receive little, if not nothing, in return.    

When you think about customer engagement, it is quite easy to make the connection with customer satisfaction.  In the for profit world the importance of winning new customers and keeping the customers to generate increased profits is a given.  As expected, when I first searched for information on this topic I found plenty of examples of how for profit businesses were using social media for a business purpose.  However, being from the Not-For-Profit world I wanted examples of how social media could be used to engage clients for the purpose of increasing their satisfaction with the services provided.

When actor Chris Hemsworth is not on screen swinging Thor’s hammer, you can usually find him in the gym crushing a weight training workout with Luke Zocchi of Zoco Body Pro. Hemsworth uses Zocchi’s expertise to get in shape for major movie roles, but Zoco Body Pro’s target market is the regular joe. Having A-list clients was enough to attract viewers to the company’s social media, but they have stayed for the incredible content. Zoco body pro has used their social media presence to create a new avenue for a business that started as a personal training, and while they still do that, their new market is global. When training local clients, Luke prefers hands on training. Some people like to be yelled at, that old-school, drill sergeant approach, but I normally train alongside the people I work with and that’s how I like to do it. This strategy is excellent for customers lucky enough to live near Zoco Body Pro, but the company has made a move on social media that will also help potential customers that can’t travel to “The Iron Temple”. They have recently launched a program called Twenty40 training that allows anyone on Earth to try the same workout regimen that has produced world famous results. This is an online venture that provides customers with step by step instructions on how to sculpt their goal physique, as well as giving nutrition tips to help fuel the new body. Zoco Body Pro uses many aspects of social media effectively to run their organization, and this new program will help spread their fitness message world wide.

In 2013, comedian Bryan Callen, asked UFC heavyweight fighter Brendan Schaub to do a podcast with him in his garage. The two were good friends, and Bryan noticed that Brendan had a natural comedic instinct, that could crack up a whole room. While both were moderately successful in their profession, nothing could prepare them for the heights their new show would soon reach. In three short years, the podcast has grown into one of the top 10 sports podcasts on Itunes. Podcasting has allowed the pair to have a stable income, while they pursue other interests. Acting and fighting are no longer their main source of income, and they can rely on income generated from their podcast. The podcast generates revenue from ad reads on the show, with many companies relying on podcasts to generate new customers. Bryan Callen had this to say about the future of social media. What’s really cool about the whole business of internet is it makes it easier and easier to have your own autonomy. The show has produced over 200 episodes, and spun off into various other side projects. Other businesses can look at The Fighter and The Kid, as inspiration to step into the future of social media.

Social Media: The Future of The Relational Church

TammySabourin   November 13, 2016

Throughout history, The Church has been challenged with continuing to share its unchanging, relational message of the love of God in a world that is constantly changing.  Many churches are embracing social media as part of society’s undeniable move towards digital communications, in an effort to build relationships and maintain their voice into the future.  In his article, Communication In the Church of the Future, Christopher Harris states, “As the church we not only need to be mastering the tools of social media to connect with and communicate with society, we also have to be studying how these transitions in communication will transform how we are community and how we exist as church.” Glebe Road United Church, located in Toronto, Ontario, Canada with a history dating back to 1851, has found great benefit in utilizing social media not only as part of building relationships through today’s ministry, but also in looking to their future.

Rolling around on a skateboard is a right of passage for most children growing up in North America, many of them dreaming of becoming the next Tony Hawk, or Nyjah Huston. While many of these people will never attain these goals, they will still have a blast pushing around town on their boards. Skateboarding is a wonderful tool for transportation, but it has a few key limitations. The main problem is hills, and everyone who has ever stepped on a skateboard has a deep fear of the dreaded “speed wobble“. While going down a hill on a skateboard, you don’t have many options for braking and going up hills is also an issue, as it becomes a battle against gravity. Boosted Board is a company that was founded to improve some of the issues that have plagued skaters for years. Boosted Board is an electric skateboard controlled by a small handheld remote. You can adjust your speed and even brake! Skateboarders everywhere now have a solution to some of their problems. Boosted Boards has turned to social media to showcase their product to the skateboarders of the world and get everyone skateboarding again.

Social Media Videos Marketing Success for Pickering Public Library

TammySabourin   November 6, 2016

In our age of digital marketing where there are so many social media options to choose from, one community library is finding success through their development and use of videos.  In addition to using Snapchat, Twitter, LinkedIn and Instagram, the Pickering Public Library is including short, in-house created videos in their Facebook Page, YouTube channel and website to communicate upcoming events, new programs and services, fun facts and promote client engagement.  These videos have become quite popular in their community and beyond. Donna Moritz of Social Media Examiner attributes the rise in popularity of short video social media content to how “snackable” they are, as a quick visual method that grabs our attention, “Short videos suit our busy lives, brief attention spans and the need to consume content easily and quickly. Because fans are consuming content via their mobile devices while they’re on the go, the shorter the content is, the better.”  

The media itself has been the news lately. The Trump campaign has made the press headline news. This conversation is not new. Since ancient Rome when important announcements were carved out on stone tablets and placed in busy squares, the public has measured the quality, delivery and merit of information/content. We are a society obsessed with being “in the loop” and up to date with news that is important to us. This is evidenced by the ubiquitous and near-constant use of electronic devices.  I chose The Hamilton Spectator, one of Canada’s oldest newspapers and media outlets, for this week’s case study. I wanted to know how TheSpec.com measures their performance using web and social media metrics.

JustSaiyan Clothing is a company that specializes in manufacturing apparel that allows you to slip into the costume of your favourite cartoon characters. Catering to children and nostalgic adults, JustSaiyan features designs from popular television shows such as Dragon Ball Z, One Punch Man, and Naruto. JustSaiyan has built their entire business with the help of social media, and does not advertise traditionally. Active Facebook, Instagram, Snapchat and Twitter pages allow the company to stay up to date on the opinions of its consumers, and Justsaiyan takes full advantage of their active fan base. Studying social media gives JustSaiyan great insight on how to improve their products, and more effectively market their gear.

When Lululemon was founded in 1998, it was a yoga studio. As the business grew, it became a brand committed to selling the best yoga wear that the company could manufacture. Lululemon understood that their target market valued sustainability, and they designed their supply chain with that in mind. They strive to manufacture products that are free of cruelty, whether that be human or animal, and they try to keep environmental damage to a minimum. Social media has helped the company monitor the current values of their customers. They then update their practices to stay true to the beliefs of their core consumer base. This not only helps their supply chain stay committed to the company’s values, but also provides Lululemon with a chance to market its product.

If you’ve played sports or watched almost any team sport you know the sound of the referees whistle. Those 3 different tones are clear and identifiable and their source is a Fox 40 pea-less whistle. What you may not know is that the pea-less whistle was developed and designed by Hamilton Ontario basketball referee  Ron Foxcroft. His turning point came when he encountered the failure of his standard  cork-pea whistle. Worst of all, it occurred during a game he was officiating in the Montreal 1976 Olympics, with 18,000 booing spectators in the stands.  This event changed his life and the sports world forever. The complete story of Fox 40 whistle is on the company’s website.  

DeWALT Inc. is a leading worldwide consumer power tool company, founded in 1924 and acquired by Stanley Black & Decker in 1960. Currently, DeWALT manufactures and sells more than 200 different power hand-tools and 800 accessories. (Wikipedia, 2016). When DeWALT became a customer of Canadian company Vision Critical Communications Inc., an online Insight Community was launched and it would forever change how they develop and design their products.  

When you ask an old person what their biggest regret in life is, an overwhelming majority lament that they wish they had travelled more in their youth. They often cite a lack of funds, or life’s responsibilities as reason for postponing their plans. Contiki was a company that was created to address this issue. Contiki is a tour company that connects like-minded people, by offering affordable trip packages for ages 18-35. The organization’s slogan is “No Regrets” which shows that they know what note they need to strike with their customers to encourage them to book a trip. Contiki uses social media effectively to encourage their customers to tell their story, and by doing so, market the service to all of their friends. While not the only marketing technique they use, this is one of the many ways Contiki keeps their customers engaged.

Hamilton Tiger-Cats is the oldest professional sports team in north America. The Hamilton Football Club was formed on November 3, 1869, and played their first game on December 18, 1869 against the 13th Battalion (now Royal Hamilton Light Infantry). Some of the early history of football in Canada and Hamilton is a bit vague, but by 1883, there are records of the Hamilton Tigers playing in the Ontario Rugby Football Union playoffs. The decades and the game have changed but the Ticats commitment to  community and  fan engagement has not.  Being active, accessible and current  with their fans is critical on and of the field  even during off-season times. In the ever changing landscape of professional sports and out-bound marketing, the Hamilton Tiger-Cats have kept up with new  technologies and successfully tackled challenges to reach their fan base.

When asked to name a business which utilizes Social Media to effectively reach out to new customers and maintain contact with existing ones, I immediately thought of The Furtado Group. Operating under the Rock Star Real Estate umbrella, they are a Real Estate Team based in Oakville, primarily servicing the West GTA. The Furtado Group is not your average Real Estate Brokerage and this is evident across their unique branding efforts. And, they surpass any expectations one may have for effectively using Social Media to interact with their audience. Each of the Team’s members has their own Social Media presence. The Team is led by Ruben Furtado. He is considered “a true expert in his field, a trusted advisor and mentor to many in the real estate community” (The Furtado Group. 2016). They have a dedicated Art Director & Brand Communications Manager and each member of their team contributes to content for all social media platforms. Mary Da Rosa has her own blog in which she writes about her business life and market trends. And, there’s Austin Furtado who shares his personal and business goals on his own You Tube channel, Auzzy TV. Clearly this Team has made Social Media a priority in their communication strategies.

What is your impression about a credit card with $450 annual fee? When first hearing about the new Chase Sapphire Reserve, I had to make the assumption base on its annual fee that it could be another fancy luxury credit card for a small group of customers. It turned out that Sapphire Reserve started a credit card frenzy, Chase application page is swamped by tens of thousands applications and the company ran out of actual cards in the second week. “It significantly exceeded our strongest expectations,” said Lauren Francis, Communication Director – Chase Card Services

Even if you’re not in the market to buy or sell a home, you’ve likely had your eye caught by a realtor’s face on a bench sign, bus stop ad or other billboard-type promotion.  It has been a successful exposure-gaining method used for decades by people in the real estate industry, one that has often been a strong step to gaining contacts for potential deals.  But did you know that according to Realtor Social Marketing, 90% of home buyers begin their search online? Nicole Bafaro, Sales Representative with Sutton Group Heritage Realty in Ontario’s Durham Region, has successfully built her real estate career by venturing beyond the goal of simply making contacts; she is building and strengthening relationships through online client engagement within her community through her use of social media.

In 1872, long before the invention of social media, Mildmay’s Commercial Hotel began it’s first days of operation. It has since welcomed thousands of visitors to the small town located in Southwestern Ontario with its country charm and welcoming flare. In 1919 the the business was bought by the Schmalz family and has remained with them ever since. In 2006 the business was bought by Nicole Wise (Schmalz) and became Harleys Pub and Perk. Harleys Pub and Perk has proven that some things will just never get old with it’s almost century old charm, Grandma Schmalz’s Ribs and Kraut, and even with a few of the regulars; however, the functionality of the pub and it’s marketing tactics have had to be changed with their times.

Going to the dentist for most of us can be a stressful visit and many patients suffer from anxiety before going to the dentist.  At a visit to Gardner Dental Group (Burlington, Ontario) they do their best to make the patient visit a relaxing and enjoyable experience. From the moment you step into their office you are greeted with a friendly smile in a modern environment. You have the choice of three waiting areas; a quiet reading room, a TV room or an arcade room that actually includes retro video games!  This made me think …the patients are likely at peace in this setting…but how does the practice maintain the morale and engagement of the employees?

DB Schenker supports industry and trade in the global exchange of goods: in land transport, worldwide air and ocean freight, contract logistics and supply chain management.1 Globally they employ over 66,000 employees at over 2000 locations.  Their Canadian operations account for over 1600 employees at over 40 locations.  Roughly 3 years ago, DB Schenker started to utilize social media as part of their marketing strategy.  

To take a picture is to capture a moment in time. Each captured image has the potential to carry its own unique feeling through time, and bring you back with happiness and wonder to the origins of that moment.1  “I grew up around lenses, my dad worked in television and seeing life through a lens seemed more real to me” 2 says Paula Capella.  Paula Capella Photography not only captures those precious moments, but uses social media to capture important information to help grow her small business.