Marketing and branding is not about making your clients message fit into a specific marketing channel. It is about understanding what value the brand can draw from being in the space.
In the maze of social media options, I am consistently asked “which channel is the best one for my brand?” My stock response to this question is “all of them”. This response generally is generally not well received and almost always results in the person saying “well then it’s not for me”
In all these two very recent incidences have left me even more convinced that it is not only the impact that counts, but the service the customer ultimately experiences that will ensure ongoing success……
The South African consumer is not vociferous around basic complaints. We accept poor service all of the time and we do not complain. In fact complaints are so novel that they enjoy celebrity status on many social networking platforms……
