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Friday, March 6, 2009

Giving health and healthy lifestyle brands the ability to do the best they can

I know an organizational consultant who gets through the day by saying to himself "they're doing the best they can." It is the only way after many years of consulting, he says, that he can survive his customer engagements. He's learned to accept the fact that we're all flawed, and don't always operate (no kidding) in a rational manner.
But through social media, we have the ability to speak through an unfiltered pipeline about, and to, brand and company owners. So there's no excuse for them not to be doing the best they can. Unless they're not listening, in which case, we'll talk more frequently and virally until they do.
Using Twitter as an example, here are seven ways that social media helps us help brands "do the best they can":

1. Great experience. Nice to meet you on Twitter- I love shopping on, great user experience!
2. Lousy experience. I'm really hoping that what I need will be at Target so I can avoid a Walmart shopping experience.
3. Never again unless you fix it experience. Worst online shopping experience!
4. Customer service channel. Sorry to hear about that @xxxxxx call 8009612075 and our customer service team will correct this for you.
5. Product feedback. wholefoods: @xxxx We appreciate your feedback though and will look into creating a better system for collecting and reviewing product requests
6. Special events announcement. Special hands-on activities at the Grand Opening of the WOW Science Museum this weekend! Schedule of events:
7. New product and service ideas:Good morning "twitters"! I need 5 great/NEW innovative suggestions to launch a product to the industry. All ideas are welcome!

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