Brand Experience and Unexpected Delights
The following article written by Erica OGrady (@ericaogrady, Chief Experience Officer of Peanut Butter Media) is a great example of the power of unexpected delights to build brand equity and a following of fans.
Key takeaways:
1) Listen in on the conversations. Be where your customers are.
2) Join the conversation. Show that their experiences truly matter.
3) Sustain momentum. You have to speak up and be relevant when you do.
4) Talk is cheap. You have to act.
On listening:
FreshBooks joined Twitter because they discovered their customers were already there.
It does take a certain dedication of time and resources.
On joining:
It didn't take long for FB to have something very relevant, and personal, to say (see article).
The core social team is trained to provide a consistent voice. The company's 4E's (see previous post) ensure the focus is on Customer Experience.
On momentum:
Some of us must be having doubts. You can't send flowers and T-shirts to everyone that tweets at you, right?
On actions speak louder than words:
This is my favourite quote...
How Freshbooks Built an Army of Passionate Evangelists on Twitter. How are YOU doing so?
Share your thoughts. Is this just a flash in the pan, or can FreshBooks sustain their level of participation.
BTW, I use FreshBooks. Like it, but I have not completely made up my mind yet. My friend Amelia put me onto a worthy competitor: Harvest. Maybe I should tell FB that, and see what they say.
Online Invoicing Applications compared
Key takeaways:
1) Listen in on the conversations. Be where your customers are.
2) Join the conversation. Show that their experiences truly matter.
3) Sustain momentum. You have to speak up and be relevant when you do.
4) Talk is cheap. You have to act.
On listening:
FreshBooks joined Twitter because they discovered their customers were already there.
It does take a certain dedication of time and resources.
On joining:
It didn't take long for FB to have something very relevant, and personal, to say (see article).
The core social team is trained to provide a consistent voice. The company's 4E's (see previous post) ensure the focus is on Customer Experience.
On momentum:
Some of us must be having doubts. You can't send flowers and T-shirts to everyone that tweets at you, right?
On actions speak louder than words:
This is my favourite quote...
I am a Freshbooks Evangelist, and if it wasn’t for Twitter, I would have left them a while ago. There was one or two features that they didn’t have at the time of starting my company. I found another provider and was discussing it via Twitter. Freshbooks immediately sent me a reply saying “are you breaking up with us?”
That stood out to me, and I found a reason to stay with them. I also met two fantastic Freshbooks employees during a Barcamp, and am now hooked to their service and recommend it to anyone looking for online invoicing.
How Freshbooks Built an Army of Passionate Evangelists on Twitter. How are YOU doing so?
Share your thoughts. Is this just a flash in the pan, or can FreshBooks sustain their level of participation.
BTW, I use FreshBooks. Like it, but I have not completely made up my mind yet. My friend Amelia put me onto a worthy competitor: Harvest. Maybe I should tell FB that, and see what they say.
Online Invoicing Applications compared
With so many invoicing web apps available (many of them covered here on WebWorkerDaily), choosing one can be a daunting task. Even limiting your options to the most popular services doesn’t help that much, as the costs of the various plans vary so little. So we were excited to see that Stuart Bowness, of Victoria, B.C.-based design studio Simple Station, has posted a useful comparative review of three of the most popular invoicing apps: Freshbooks, Havest and Blinksale.Source: http://webworkerdaily.com
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