I interact with a few of my very favorite brands (and thinkers) on various social media networks. These are brands that kind of hold the same values and world view as myself. I enjoy receiving useful bits of information about various topics from them. What distinguishes these brands from other brands I merely follow is that I like to show them my support – I ‘like’ things they post and I sometimes participate in conversations they initiate by posting comments and answering questions, retweeting and repinning.
But recently I’ve started to question this ‘loyalty’. Because if I’ve taken the time to ‘like’ and comment and interact with a brand, then I believe the least the brand can do is recognise this relationship/support.
I believe that good brands should act like good friends. Is that the way good brands would treat their friends? By ignoring them?
I think that social media has been used as an updated form of push marketing rather than a genuine attempt to connect with people (albeit brands push their messages out to people who have opted into the messages). Social media is such a great way to connect with people but when not used properly, it just highlights a brands opportunistic and selfish tendancies. Any brand / employee can be given the tools to connect, but very few brands (and employees) really understand how to talk and how to treat people.
Here are my issues:
Why don’t brands link their customers online and offline interactions?
Why don’t brands reward customers who support them online?
Why don’t brands use social media as a form of customer support and customer service?
If I was a brand owner / custodian I’d make sure that I connected the people who most commonly interact with me to some sort of loyalty or ‘appreciation’ program. I would send them a little note “Dear friend, next time you’re *at the cafe / at the mall / shopping for shoes* we’d like to shout you a coffee, because you’re special to us!”.
I think it’s time we built smart database or eCRM programs that connect people’s social media activity to the real world. Databases that value people not numbers, interactions not merely transactions.
That’s how I’d treat my friends and supporters.
But that’s just me.
Author: Brenda Kassir