Showing posts from September, 2012

Turning customers into brand advocates

The customer may not always be right, but will they always be a customer? How can a business convert a customer into a brand evangelist? One way is to be methodical. When I was designing projects for Andersen Consulting (now Accenture) one approach was based on the notion that employees can become emissaries who spread good buzz, as well as become extensions of the sales force. If someone isn't fully aware of all its company does or produces, it means an opportunity to provide a recommendation could be lost. By arming employees with knowledge, it increased chances for potential customers to learn about a company through an enthusiastic, trusted source. AC devised fun and rewarding ways to familiarize employees with the capabilities of their companies. Social media echoes a time when companies actually cared. Recently I had two very different, but equally vexing problems. Instead of going through the normal channels, I tweeted. Then I waited. In bot

i'm a graphic designer who loves words. - terri nakamura