For years, we have been saying that it is not you that decides whether your brand is any good, it’s your customers.
That may seem like a bold or even an odd claim, but the growth of feedback websites is proving it.
We are just starting to work with one of the best called Feefo
They are delivering feedback to their clients customers that is transforming their businesses. It has been amazing for BeWILDerwood in that it has helped them learn what they are doing right and wrong and really helped focus some decisions about where to invest in improvements.
For Charles Tywhritt it has been what they have built their entire business model on and 99% of their customers seem to love them – which is an amazing figure for any retailer, let alone an online one.
Gartner inc forecasted some years ago that by 2010 there would be 1 billion camera phones in the market place. Add to that the fact that they are now mostly web enabled and you have a very powerful customer voice indeed.
Richard Branson of Virgin fame, who runs a brand that is properly loved was forced to actually ring a customer who not only wrote him a complaint letter but took pictures of what he was unhappy about and then posted it all over the web. It is one of the funniest letters you will ever see.
Have a look at it here. It’s brilliant and well worth reading.
but here are some of the beautiful camera phone pics he took!
Makes you want to tuck straight in, doesn’t it Richard, tuck straight in.
What this shows you is that with any brand you have to really listen to your customers
If they decide that your brand is offering them rubbish, they will tell the world. What you need to encourage them to do by tapping into the power of User generated Content and the likes of Feefo, is harness the power of their compliments too.
Bye for now
Filed under: branding | Tagged: BeWILDerwood, design is honest, eight reasons to buy anything, Purple Circle, The Brand Handbook, Virgin, worlds best complaint letter | 2 Comments »