New Year’s Eve holds an uncomfortable memory for me. Four years ago, I spent most of the day in A and E in agony waiting to have what everyone thought was a fish bone removed from my lower throat. We’d had Cornish Sardines for lunch which we bought from a well-known upmarket supermarket. But the fish bone turned out to be a 5 cm metal hook. I was OK. Signed off work for two weeks and had antibiotics as a precaution. Very lucky.
I thought I’d let the retailer know.
Weeks of phone calls and emails on my part and empty promises from them still no action. Finally, I took to social media tweeting a photo of the metal hook that had been pulled out of my throat. Immediately, they got in touch and offered compensation. Not much, but I wanted closure and it was enough to buy a king size bed and mattress for our teenager – we call it the sardine bed.
Social media was traditionally been a place for brands to connect with their customers share photos, messages and videos. But then customers started reaching back to the brands. This may be because of a lack of response as I encountered, or more probably because it is a more direct way to reach the brands. And easy.
Brands have started recognising social media networks as platforms for delivering customer service – there are enormous risks and repercussions of not handling their customers properly.
Consumers are increasingly sceptical and this means that If you’re looking for an ironclad way to seize the attention of your ideal audience, you should look no further than someone who already has their ear. Simple right?
A friend had been looking for a job for months. He had all the right qualifications and experience in his field but no luck. He decided to tear up his safe and slightly boring CV and start again. Hey presto, he had a hot job offer almost immediately. This article has some really good tips on how to do that.
Phew – a really busy few weeks taking care of several projects. You know what they say, if you want something doing – ask a busy person!
My charity client – managed to get quite a bit of publicity to highlight their very good cause and as a result of this some good things are happening for them. Watch this space..
My Norwich business client – took me to a reception at The Mansion House in the City as his young company are starting to get noticed in financial circles. Happy to part of it.
Reepham Music Festival – the early bird ticket sales smashed through all previous years records! It is going to be a great weekend in August.
Politically – I am acting as Agent for 25 district council candidates. It’s stressful and worrying as the national situation is bad and people, quite understandably, are really cross. We’ll see what happens in a few weeks time….
I’ve been helping a Long Stratton based Customer Experience company organise and promote a Legal conference at Duxford. Thanks to David Fieldhouse at Archant for organising a great piece on this in the EDP Business Supplement at the end of April.