Category: Customer Engagement

Customer Engagement

Customer engagement at its best

Heinz has decided to launch their next ketchupproduct exclusively on their Facebook page. This product will be soldexclusively to customers through their Facebook page for about a month, postwhich it will be made available at select Walmart & Safeway outlets. This intrigued me and I started to follow thediscussions on their facebook page. They have more than 830k likes!The levelof engagement they have with their fans is also amazing. They respond to allqueries, post new competitions, ask people to post pictures, videos, storiesassociated with their ketchup and then genuinely like/comment on these posts. Organizations who want to learn how to use […]

Customer Engagement

Customer Engagement (delight) at its best

The facebook team of zappos.com posted on their pagethe following post: They got about more than 300 responses to thisquestion. One of the responses was the one below:  They selected this fan, called her and offered herto choose a watch from their collection and they will ship it to her mom forfree. She was totally wowed!!! The team does not stop there. They take herpermission to post their conversation as a video on their facebook page (whichshe gladly agrees to – who wouldn’t in her position ;-)) Now, there are even more people who are wowed by thevideo and here […]

Customer Engagement

What more can RadioOne do?

I wrote about the great campaign that Radio Oneexecuted recently to re-define their playlist by creating a user driven musicpanel. They are also engaging other users (via contests) to validate the new playlist byoffering a 1000INR gift voucher or cash prize for listeners who are able tocorrectly predict the song which did not make it to the playlist. Now, Radio one has an opportunity to take theircustomer engagement to the next level. Instead of just offering cash rewards(or equivalent), they should also start offering social currency to all theirlisteners. Let me explain: Radio One currently has a Facebook fan group, […]

Customer Engagement

Re-inventing Customer Loyalty Programs

There has been enough being said and discussed about the customer loyalty programs and what works and what does not. Maggie Starvish in his article titled Customer Loyalty Programs That Work, argues that customer engagement is the key in successful loyaltyprograms in Retail industry. This interesting Infographic talks about the connection between customer loyalty programs and social media and how together they can become a potent combination. In this video, Second-generation vintner John Jordan reflects on the creation of Jordan Estate Rewards. Through exclusive, intimate experiences, Jordan Estate Rewards membership creates lasting wine country memories — such as lunch in their dining room, fishing on Jordan […]

Customer Engagement

Engaging with your customers – The Radio One way

Recently, Radio One (FM Radio channel in Bangalore,playing Bollywood music) completed a unique experiment to clean-up their playlist.Business as usual would have been to hire some experts in music and asking themto rate and decide which songs will remain in the playlist and which will beremoved, or conducting a market research to understand the preferences of theircustomers and deciding the final playlist. Instead, Radio One conducted a series of events andcompetitions to enlist about 600 of their ardent listeners to come together andform a music panel. This panel then decided the new playlist. Then they are nowusing this concept further […]