Tag Archives: #customerengagement
Once upon a time, store flyers were delivered on a weekly basis, house to house, to aware consumers about what sales were going on in store so that they could take advantage. There also was a time, where families would tune into TV stations at a specific time of the day so they could watch their favourite TV shows and commercial ads of various companies to know what new products are in store. With the world developing into the modern era, now comes a day where a well-known company Calvin Klein is says bye-bye to its print ads, and are focusing solely on digital media marketing. Calvin Klein has just announced that they will be focusing on a digital-first media strategy beginning in February 2019.
Using Social Media Metrics to Engage Consumers!
Who would have thought that social media would be used for business purposes in reaching a company’s goals and objectives? As social media started to become popular around 2005, people from around the world had a platform where they could share life events with one another. As various platforms came into existence such as Facebook, Instagram, Snapchat, WhatsApp, communication between individuals increased and it became a thing to do with much more ease. During this time, as social media was still developing in today’s modern world, organizations saw an opportunity to connect with its consumers and create brand awareness. Considering Facebook, if you recall, there was a point in time where organizations would share posts in regards to advertising their business just a normal Facebook user. Social media metrics were developed not too long ago by social media platforms as it gave benefits to both the users (companies), and the social media platforms themselves as it enabled both to increase profits and gain more insight in regards to specific posts. Adidas had been taking advantage of Facebook Messenger and Whatsapp to engage with its customers. They used these platforms to measure engagement rates, view-through rates, and how many views are generated.
Revolutionized Ride Services
Growing up in Toronto, Ontario I thought taxis/cabs were just for people to go from an origin to a certain destination because they did not have a car, or needed a ride from/to the airport because they had to leave their car behind. I grew up in a household watching my grandpa make a living by driving a taxi where people would need rides to the airport, or a ride to the grocery store. Considering the 1990’s there were not a lot of taxi companies that operated in the city, however there were a few main ones that majority of people knew of. Moving forward into the 21st century, the taxi industry revolutionized with Uber bringing in a modern yet exceptional product development and design to the fore front of society which conveyed many benefits to all people of society. The success of their product development and design comes from the use of 3 product development factors which consist of speed, cost, and brand impact.
Bringing Flavour to Customers through CRM!
At the end of a long day, or any special event, everyone deserves a special treat, especially when it comes to desert. Since social media has become a norm of society in today’s world, I have never gone by a day where I haven’t seen one of my friends or colleagues share a post of desert that they are having. Jennifer Grossman, owner of Irresistibly Delicious has established a successful at home business where she bakes various custom deserts and cakes and is known throughout the GTA. Many may think how Jennifer managed to grow her business since it is run and managed from home. Well the answer to that is the success of her business comes through her exceptional customer engagement tactics which she uses through social media platforms.
Solly Baby has a Wrap around Customer Engagement
Four years ago, pregnant with my first son, I was bombarded with things I needed, things that will help me be a better mom, keep my baby healthy and happy and the list goes on. On the list was babywearing. I scoured the internet, researching the best practices, the best wraps… and I always came back to one company, Solly Baby. So, I ordered one. Fast forward a few months, and there I sat on my bed postpartum, with a fussy baby and a lack of sleep… and a Solly Baby. Essentially this long sheet of beautiful fabric that just a few months earlier I was so keen that I would tie this said fabric around myself and my baby… hmm So what did I do? I went back to Solly Baby’s social media. Quickly, I found tutorials of real moms wrapping their babies. I learned along with these videos and with each wrap my babywearing confidence grew. I loved reading and seeing other moms babywearing their babies and hearing the benefits I was giving my baby by wearing him. Sure enough, when my second son was born, I went back to get another Solly Baby Wrap. I’m sharing this personal story because the way that Solly Baby made me feel as their customer, at such a critical time as being a new mom, stands above and beyond. The way a company makes you feel is just as important as the product itself. According to Harris Interactive Study, 88% of customers prefer doing business with a company that offers quality customer service over a company that has the latest and most innovative products.
Trisha Yearwood: Facebook Live Maven
Trisha Yearwood is a lifestyle maven. She’s an award-winning singer and author of 3 best-selling cookbooks, who also has both a furniture and a cookware line, a signature fragrance and an exclusive collection of goods with Williams-Sonoma. She’s also the star of a Food Network show, Trisha’s Southern Kitchen. To top it all, she’s utilizing social media brilliantly with her weekly Facebook Live show, Ts Coffee Talk, where she connects with her audience. Trisha began broadcasting her weekly Facebook Live in January 2016.
Magna International Inc., Connecting
Magna International Inc. is known as North America’s largest global automotive supplier. Magna’s headquarters are located in Aurora, Ontario. “The Magna’s unique Fair Enterprise culture, based on fairness and concern for people, recognizes that your engagement and commitment is fundamental to our business success.”
LaCroix Utilizes Micro-Influencers to Market their Brand to Millennials
In today’s current social media climate, older companies sometimes struggle to maintain their relevance if they are not quick to develop and sustain an effective social media marketing strategy. A product like LaCroix, with its 37 year history, proves that old brands can emerge like “brand new” again, through the proper implementation of social media marketing. LaCroix is a brand of natural sparkling water offered in a variety of fruity flavours. Despite its French sounding name, LaCroix is actually an American brand distributed by the Sundance beverage company. Although the label was developed and released nearly 40 years ago in 1981, LaCroix is often mistaken as a new, trend-setting beverage due to its ever increasingly popularity with millennials. However, this affinity between the younger generations and LaCroix did not just happen overnight, nor was it a coincidence. In fact, LaCroix came up with a very specific social media strategy in order to win over its now prominent millennial consumers.
#buylessbutbetter – Ethical Clothing along Every Step of the Way.
Today’s marketplace is highly competitive. In order to differentiate themselves and stay ahead of the competition, companies must think of innovative ways to streamline their operations, increase efficiencies, and optimize productivity. One such aspect of achieving greater efficiency is through good supply chain management practices. Not super sexy, but super important, supply chains and supply chain management are topics that your business should be constantly evaluating!
Royal IQ; How Royal Caribbean is Trying To Be the Best at Sea
Being able to create something customers want to engage with and something that catches their attention when they’re scrolling their news feeds daily is a struggle many companies are dealing with now that social media has taken over. Vacations and travel are no different, every company, resort, cruise ship wants you to pick them for your next holiday and how they approach their marketing and engaging customers could make or break their chance at earning your business. “Royal Caribbean Cruises Ltd. comprises six distinctive companies that share a vision anchored in excellence.” They operate in 47 countries with 50+ ships ranging with staterooms to fit 2500-7000 guests at a time. “We believe we are in the business of making tremendous memories” Michael Giresi, Chief Information Officer, Royal Caribbean Cruises. To make sure you are successful in making memories and meeting all the expectations of an amazing vacation you need to have exceptional customer experience, relationships and engagement not only during the trip but also leading up to it and afterwards. Royal Caribbean has been successful with this through their Crown and Anchor Loyalty Program, personalized emails based on recent searches and the new Royal IQ app that can be used on board. In today’s society everyone wants the newest, greatest and latest in everything they do which is why Royal Caribbean introduced Symphony of the Seas.
#AsSeenOnASOS – How ASOS Engages Customers via Social Media
In recent years, the ways in which customers behave and interact with organizations has changed significantly. Social media has led to greater competition and weaker brand loyalty, where organizations are finding it increasingly difficult to control their messages. Consumers now have a stronger presence in the market, and organizations are tapping into these changes to increase customer engagement. This is why customer engagement via social media marketing is so important to a company’s bottom line.
General Mills Engages Consumers with the Help of Spredfast
In order to properly engage customers on social media platforms, companies/organizations are wise to deviate from conventional in-your face marketing techniques and opt instead to learn to participate in organic communication with their consumers, which in turn fosters loyal relationships among old and new customers alike. General Mills is a prime example of a company that uses social media to their advantage. Not only do they listen to customers and engage them in meaningful ways, but they also have fun doing it. General Mills is what some would refer to as a food processing super giant. The company maintains over 80 leading brands in the USA alone, not to mention various others across the globe.
Amazon Go; Next Level Shopping
Shopping has changed a lot over the years from shopping online to wireless debit machines to credit card readers for smartphones and almost any kind of delivery that can be tracked. Did you ever wonder what would be next? Amazon designed and built a supermarket style store called Amazon Go that was created through advanced technology. The purpose of this store is to provide people a shopping experience without having to wait in check-out lines or be served by cashiers. Amazon Go was first launched for employees in December 2017 and opened up to the public in January 2018. If someone wants to shop at Amazon Go they first must have an Amazon account and the IPhone or Android app downloaded on their smartphones. This app is required to be downloaded for the customer to enter the store, as the customer enters the store they have to scan their smart phones to begin their shopping experience. Customers are provided with reusable shopping bags to use and leave with, there are no shopping carts or baskets for customers to use. The store is filled with many cameras along the ceilings that watch every move a customer makes. In addition to cameras, the shelves are equipped with weight sensors that sensor if an item has been removed from the shelf or put back. Every time a customer takes something off the shelf the item is charged to the customer’s account. The customer can always put something back on the shelf and it will be taken off their account. A customer can even return items after leaving the store. The store isn’t completely “staffless”, there are employees in the kitchen prepping fresh food, there are also employees around the store that restock and organize shelves to maintain the store. Another position that is still filled by humans in the store is checking IDs in the alcohol section. Once the customer is ready to leave all they have to do is walk out of the store. A few minutes after walking out of the store, the customer receives a digital receipt that shows the total of their bill. The Amazon Go app will also inform the customer with data on how much time they spent shopping.
doTERRA – Marketing Essential Oils
DoTERRA is a company that is known for selling essential oils and other related products. The company was founded in 2008 in Pleasant Grove, Utah, United States. The name doTERRA comes from a Latin derivative meaning “Gift of the Earth”. DoTERRA is a multi-level marketing company that involves direct marketing and referrals. Multi-level marketing is directed at individuals to sell and promote the brand instead of the company only using mass marketing. These individuals are called “Wellness Advocates” that work for doTERRA and usually use the products as any other customer.
Intuit Measures Engaged Audience At It’s Quickbooks Connect Conferences
Being responsible for product launching for a Global company I have seen first hand over the years how important it is for attendee engagement. In the past we measured success of a corporate event by the number of attendees along with feedback from a post conference survey. Today attendee engagement is measured at every contact point from registration, pre-conference event, and conference day and post conference and experiential is critical in ensuring an engaged attendee.
Dollar Shave Club Creates Smooth Customer Experience
It is hard to believe that purchasing razor blades would include a little comic relief but that is exactly what you get when you subscribe to the Dollar Shave Club. My husband, a member since 2014 signed up for The Dollar Shave Club (DSC) after seeing a video shared on Facebook. The Los Angeles-based startup launched in 2011 with the goal idea to steal market share from razor powerhouse, Gillette. Founder & CEO Michael Dubin promised a better price point: for $3 a month, no contracts and no hidden fees, DSC sends you a high quality razor. He created a crude and goofy viral video to support the launch. Fast forward to 2018 and that that video has been viewed over 25 million times, and DSC has grown to include 1.1 million subscribers, a whopping $615 million valuation in 2015, and most recently a $1 Billion all-cash acquisition by Unilever. DSC is a young, smart, stylish, yet playful brand. When you join the club, you’re not just signing on for low-cost razors and blades, you’re investing in the monthly “delight” that comes along with it. As a member, you get in on the joke and belong to an exclusive community that no other brand offers. If your brand can give someone an experience unlike any other; something they can share on Instagram, or mention to their coworkers or friends, they will be that much more pleased (and loyal) in the long run.
FirstOntario Credit union goes above and beyond
FirstOntario Credit Union (FCU) is a classic Canadian success story. FCU first began in 1939, they went through a number of name changes from Stelco Credit Union to Avestel and merged with Family Savings (formerly Auto Workers’ Credit Union) to eventually becoming FirstOntario Credit Union. FCU provide all of the services, safety and security of a major financial institution but with one big difference: “FirstOntario operate on a cooperative model so our Members (customers) are always first, and we see you as a person not a credit score”. They provide these services through 32 locations in 14 communities across Ontario, including Hamilton, Halton, Niagara, Norfolk, and Oxford.
FreshBooks Accounts for Customer Delight Using Social Media
When describing FreshBooks, CEO, Mike McDerment, refers to them as the “leader in online invoicing. What we do is help professionals and their contractors save time, look professional and get paid faster when they invoice their clients and each other. “ Not exactly a business model one would normally associate with a fresh (no pun intended) and ingratiating online presence — but the team at FreshBooks have managed to find a way to connect with customers through social media in a deep (and some would say, near-legendary) way.
What do you get when you mix a burger promotion and Valentine’s Day? You get a “Bling Mac”. What are the first two things that come to mind when you think Valentine’s Day? Would it be food and jewellery? Movies and flowers? In most cases, the trend on Valentine’s Day involves food and jewellery. http://bit.ly/2EjKxrw. This year McDonald’s has decided to stay on top of consumers’ minds during Valentine’s Day.
Focus on Being Useful & Fun – How the CEMC at the University of Waterloo Uses Social Media to Build Relationships
Company Overview The Faculty of Mathematics at the University of Waterloo opens its classroom doors beyond lecture halls to elementary and secondary schoolrooms in the community at large. Through contests, face-to-face workshops, nonprofit school visits, and providing online resources, the Faculty of Mathematics extends their educational doors through the Centre for Education in Mathematics and Computing (CEMC). The CEMC is a community outreach organization that aims to increase interest, enjoyment, confidence, and proficiency in mathematics and computer science education among students and teachers within Canada and internationally. To obtain more information about their outreach activities, please follow the links provided in each section: Contests Workshops & School Visits Online Resources MMT Program In addition to outreach activities, the CEMC also offers a Master of Mathematics for Teaching (MMT) program. The MMT is designed to provide current grade school teachers of mathematics with an opportunity to expand their knowledge base and to gain a deeper understanding of the mathematics underlying the content that they teach students in the classroom. The program is unique, in that it focuses on the applications of mathematics – not on pedagogy – and is offered part-time, as well as online. The majority of the Centre’s customers are teachers. This program is a way of building new relationships with new teachers, who enroll into the program. It’s a way to tap into new networks and the program even finds that many of the teachers blog or tweet and retweet about the Centre.
Spread the word, fast.
Abercrombie & Fitch (A&F) is an American retailer that focuses on upscale casual wear for young consumers, its headquarters are in New Albany, Ohio, a suburb of Columbus. The company operates two other offshoot brands: Abercrombie Kids & Hollister Co. The company operates 1,049 stores across all four brands. (Wikipedia, 2017) Once known for its sexy ad campaigns, the company has toned down its imagery and no longer displays nearly nude models in their advertisements. According to Chairman Arthur Martinez, Abercrombie and Fitch is now targeting an older consumer, from ages 18–25. These changes provide the hopes that the audience will see the company is evolving along with its consumers, and boost sales. (Wikipedia, 2017) The field of digital content marketing is maturing, and companies need to make sure that their content campaigns and strategies are keeping up (James, 2017) and being published on time. Gone are the days of free publishing tools, paid third party platforms are paving the path for content publishing. Spredfast can assist many companies including Fortune 500 companies succeed with publishing their content, listening and responding. Thus making social media marketing, real, more human like receiving more engagement and having ads that stand out. Spredfast is a U.S.-based social marketing software company that provides community management, content management, social care, and social analytics tools to brands and agencies. Spredfast was able to assist with Abercrombie & Fitch with publishing and finding those crutial conversations online, and knowing exacting when to take a stab at a conversation, and know when to monitor it, chime in and provide customer support.
Papa John’s – Better Ingredients, Better Pizza, Better Supply Chain Management
Papa John’s Pizza has been using social media channels to help educate customers where products and ingredients are coming from, and creating time effective ordering options available on channels. Aside from social channels, the company has also used a collaborative technology solution to help support the efficiency of the supply chain. The company outsourced the supply chain needs to Manhattan Associates, a supply chain software company, to help create more time effective and cost saving inventory management. Eric Hartman, Senior Director of Logistics said, “Manhattan solutions allow us to manage inventory levels accurately, efficiently and more dynamically based on actual need—and that has resulted in our being able to reduce overall inventory levels (Manhattan, 2013)”. Using the collaborative software has also provided better solutions to inventory transportation. The software can optimize routes, improving on-time store deliveries, and the overall performance of their fleet (Trebilcock, B., 2014, October). Customer service relies on the speed of the supply chain to help get their products to customers in an effective way that will save time and money. “Implementation of Manhattan’s solutions has provided unprecedented visibility along with reduced expenses, improved efficiency and productivity in every part of the supply chain (Manhattan, 2013)”. Papa John’s wants to ensure that its “fast food” moves just as quickly throughout every level of the supply chain.
Chevrolet Encourages YOU To Give Back!
Chevrolet is one of the world’s largest automotive brands, doing business in more than 140 countries. In the Middle East (ME), Chevrolet has a strong heritage that has come to represent a trusted automotive brand that fulfills transportation needs and aspirations of customers. In 2015 – Chevrolet approached Traffic Digital, and their event partners Blink Experience, with an admirable corporate social responsibility (CSR) idea. This encouraged people to give back during the Holy Month of Ramadan. The idea involved a widespread on social media, posting about the campaign meant truly contributing to it. For every post, Chevrolet would donate Iftar meals to workers residing in labor camps across 6 selected cities (Jeddah, Riyadh, Dubai, Abu Dhabi, Sharjah, Doha). Social Media Marketing is an ideal way reach an audience. Real time sharing and the ability to ride your consumers’ emotional waves provides a top notch marketing opportunity. “Having been in the Middle East for nearly 100 years, Chevrolet understands the importance of Ramadan as a special time to reflect and give. And we want to give: to our customers and to the community in general,” said Markus Leith, Managing Director (ME) Commercial Operations. An analysis of the IPAdataBANK has shown, campaigns with purely emotional content performed about twice as well as those with purely rational content.
Snacking on Social Media: Lay’s Canada and Customer Engagement
Social media (as its name suggests) seems to function best for customer engagement when companies bypass the impersonal and take the customer firmly by the (digital) hand. This courting is difficult to do, yet Lay’s Canada (a PepsiCo company), a brand which largely relies on *actual* consumer consumption of their products, recognized that giving the customer agency, or the feeling of ‘a say’ in the design or production of a product is a highly effective, person-to-person way of engaging consumers, relying on them to buy Lay’s products with the subtle feeling that they have had a personal investment or stake in the brand. As a marketing tool, this kind of consumer-business enmeshment is prime territory for social media, which functions largely (and hopefully successfully) as a means of engagement. By researching a consumer’s stake in the product offering, companies like Lay’s assess which viral topics or trends are meaningful to their customers, and follow suit with an effectively-designed interactive digital campaign to increase daily or ongoing engagement with the public. And the outcome of this kind of campaign can be unprecedented.
Netflix and Post ……
Netflix is one of the most successful subscription services in the world, 5.2 million customers in Canada. Netflix not only is winning with customer engagement through its content on its services but their “Suggestions for you” their strategy of how they have engaged their customers at a level never-before-seen.The U.S. Facebook Page is a mix of videos, gifs and occasionally images, all related to the currently streaming episodes and movies.