Customer Experience is EXTREMELY important in the times of Social Media.
Last week we celebrated our marriage anniversary. My wife had read an article in the newspaper about one restaurant known for mouth watering food , visits of celebrities there and all new varieties of food.
Plan was finalized.
Just on the day I was looking to get clue of the location on the internet and that provoked me to just check the review of the restaurant.
& to my shock and surprise, most reviews were against the restaurant. Not only food quality reviewed by the customers was pathetic even hygiene was not up to the mark , few customers stated.
Rather than me telling my wife, I ask her to read reviews. Her mind changed immediately and our plan also changed for the day. May be we were saved from pathetic experience on the important day.
- Companies MUST focus on creating better experience and then leave it to the customers to spread the word. Yes companies can play a role in facilitation in that.
- Paid media , paid/unpaid reviews or high claim advertisement will not work.
- Create awareness about the brand and let customers speak .
Generation NOW is highly connected with the help of Mobile Internet. Words spread fast, faster than one can imagine. Traditional advertising and marketing models and mindset will quickly give way to CUSTOMER Speak.
Role of Brand building has moved from creative AD agencies to CEO , Customer Experience Designers & Social Media Champions.
Customer experience is the end result of everything organisation does. No one can hide in the name of BACK OFFICE. Every action in the organisation impacts customer experience.
We all r on alert mode in experience economy. SO CALLED adverting agencies and brand champions will find it difficult to get the desired results. ROI of such initiatives will diminish , diminish quickly.
Who is building your brand? Your Customers or Ad Agencies/Paid Media ?