Brand Consumers

KLM’s social media strategy is apparently based on three pillars: Reputation, Service and Commerce. Commerce is the more challenging aspect of strategy because so far very few companies have succeeded in revenue-izing social media contact with consumers. KLM’s social media strategy is apparently based on three pillars: Reputation, Service and Commerce.

Multi-screen consumers: the challenge for brand building!

multi-screen-consumers

Multi-screen consumers are an increasing bugbear for brands. Consumers already look at screens on smartphones, tablets, laptops, television and billboards – and soon we're going to have numerous “wearable screens” like the Apple Watch. How can brands build cross-screen campaigns in such a world? … [Read more...]

Social Customer Service is getting more demanding!

social-customer-service-demanding

Social Customer Service is no child’s play. More and more customers say they are moving to social media, because they’ve had trouble getting responsive customer service on other channels. Many customers now believe if they complain on public forums your brand will likely respond faster. … [Read more...]

Brands and consumers: who really belongs to whom?

Brands and consumers: who really belongs to whom?

Brands and consumers. For years, this tumultuous relationship has been the subject of heated debate and has been an advertiser’s daily dilemma. Now it is time to ask that vital question. Do consumers belong to brands - or must brands belong to consumers first? … [Read more...]