Are you making your customer’s sing?

Customer feedback is both the good and bad of social media. Social media is not only about what 
customer loyaltyyou say about your brand or how you try to connect with others…it is also an extra sales team if you  want it to be….

The problem is that you have to trust IN your brand enough to encourage customers to SING about your brand for you…

Trust is difficult in all walks of life because it open you up to being hurt…but it also opens you up to being loved.

Brand love to 'control the message'…..but the control should be aimed inside your business by controlling the desire to create customer experience


Well you start by being very clear about what is branding? Branding is knowing who you are, who you are not and what values you want to express. If you are clear about that then in everything you do – you should aim to live that everyday. Branding is living those values no matter the cost, no matter the problems.

Customers will always forgive a mistake if it is recognised early and dealt with promptly. If you live those brand values through the whole of the customer experience and through business marketing  you can increase customer satisfaction….and customer loyalty will flow.

Trust is a key element in business…trust within teams, trust to the vision and trust in the product/service….and now through social media marketing, trust in your customer service to make the customer sing about YOU.

Anna has spent over 20 years as a Board Director at several global brands. She now runs her own company The Engaging Brand which supports business leaders who want to transition to the new social business model. She is also a speaker, writer and radio show presenter on social business, indeed her podcast The Engaging Brand has been nominated 6 years running as Best Business Podcast at the Podcast Awards. She brings an unusual mix of experience to business - she has a 1st Class Law Degree, MBA in marketing and is a qualified Chartered Accountant. This unusual mix means not just explaining the why of being social but how to turn social into a measurable business tactic to grow your bottom line. Her blog is recognised as one of the leading UK marketing blogs.

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