By Natalie Carter, Marketing Manager
From the new book: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.
“…There no longer exists a top-down relationship between businesses and consumers,” according to Mr. Blackwell (the author). “While marketers used to have control over the message and could count on the masses to follow along whether they liked it or not, today, the consumer is the boss…”
Mr. Blackshaw also noted that this amplified customer voice also opens up opportunities for brands to bond with consumers on a more personal level. That bond must be built around ‘credibility.’
While I agree that marketing has dramatically changed (for the better), and companies are no longer in control - something bothers me about this quote. It’s putting the word, credibility in quotes - as if it’s some sort of special marketer term or tool to be used. In fact, it should be a given - not a concept or cool buzz word to be used (and abused) by marketers.
So, why would a company who sells an aftermarket auto product get into blogging? After all, it’s a pretty simple product (once you understand that while the Pulstar pulse plug looks like a spark plug, its insides are dramatically different)…and most people buy plugs at places like AutoZone…don’t they? The key word here, though, is “people.”
We’ve just begun to develop and implement our social marketing strategy - but we realize that we’re selling to people with feelings and emotions. So, while we certainly must provide a good, scientifically proven product, backed by lots of data about how it works - we also have to develop relationships, for the good of our company and our customers. It’s impossible to get better if you’re not talking (and listening.)
Our CEO, Dan Parker, is diving right into blogs and user forums, for all types of customers and cars. And, we’re gradually learning and appreciating the difference between advertising and social marketing. So, yes, we’re blogging about something that may seem boring to some…but certainly isn’t to us or our customers.







