May 09, 2009

Show #235 - Customer Experience For Profit Show 235 of The Engaging Brand leadership and marketing podcast is ready just for you. To subscribe or listen on your PC now - both for free, you don't need to download anything - all explained at the end of the post and don't forget to try GoToMeeting for your 30 day free trial! Today I talk with Linda Ireland who is co-owner of Aveus LLC and has 20 years experience in developing businesses - known as the "build this or fix that" person!. She writes about customer expereince for profit here. She has recently written a book called Domino which is how customer experiences can tip everything in your business toward better financial performance. What is the purpose of a business? How putting the cutomer at the core of your strategy links to increasing profitability. What is a customer experience - can it be defined as it is so personalised? How customer experiences are often not WITH you, often in this global world they are outside the direct contact with your brand Is globalisation good or not good for brands in terms of communication with social media? Customer experiences are not one off events they are linear and often a layering of experiences. How customers are influenced by outside factors and people - how you need to create a virtual reality for customers? How a purchase is more than buying it is a commitment from the customer The secret to driving revenue growth The secret to driving profit growth Don't forget to subcribe to the show in iTunes or on the Blubrry site. If you have feedback for me on the show or topics that you would like me to cover then e-mail me at or join me on twitter or check out my new site Buzz Networker which looks at how social networking can help your brand. How you can listen to the Engaging Brand 1) You can listen on your PC now without downloading any software just click here to hear the latest marketing podcast and it will take you to the latest podcast. Then press the play button! 2) You can subscribe to the show via iTunes or 3) If you use a different podcatcher then you can subscribe using the following Message from Sponsor “Online Meetings Made Easy with GoToMeeting Try it Free for 30 days use Promo Code Podcast”
'Pink' Brand Engagement Lessons Last week I went to see Pink - awesome entertainer! Now most people go with their friends and enjoy the not me...what I love about concerts is looking at how the performer brings the audience in, how they use it to create brand engagement! (Don't worry my friends never know!) Here are my brand lessons from Pink Your brand offer is built around the core. Never lose what makes your brand successful....the main songs ran like a backbone through the concert. Consistency is not the same as repetition. The whole experience was consistent with her personal brand and yet different to any other concert that I had been too. She sang the same songs, she gave the same attitude but the 'how' was different. Just when the consumer think they know what's coming....shock them. I have seen Pink do the acrobatics on ropes before, I thought I knew what was coming and then whack! She hits me between the eyes with a trapeze acrobatic display whilst singing... :) Involve the audience. She interacts, she knows that speaking to someone in the audience or accepting a gift will be a special moment that will be great 'word of mouth' marketing for weeks on end... Interestingly she didn't save all the best songs till the end...she started with hits and finished with I know she has many and therefore that was possible but she didn't build the performance, she wanted to wow the consumer from moment one. And as always...leave them wanting more

Anna Farmery

Social Marketing Architect, Speaker, Author and in spare time completing PhD on the future of the social business model

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