Here’s the full text:
“I love social media because it sells shit. But brands need to remember that it is a customer service tool first and a sales tool second. People are marketing like they are planning a wedding. They put all their effort into planning the wedding and then no time at all working on their marriage. Brands need to go “Beyoncé” on their customers. They need to out a ring on it! Because for the first time ever, we are living in a push (not pull) economy. Brands are not in control anymore. Customers are. But we need to return to ‘small town rules’. Big brands acting like local businesses who care. Like 50 years ago in small town communities. Because most businesses are missing the point. Social media is not about talking. It’s about listening. It is about listening. It’s about creating word-of-mouth at scale. Because as humans, we love to share good things. But we don’t want to be sold to. Big retailers need to start acting like small start ups. And become obsessed with responding to every. Single. Comment. Post. Tweet. Request. Because the people who want to buy from you. Are the people who want to buy from you. And whichever brand cares the most. Wins.”
When I saw this, I loved it instantly! It’s so simple, to the point and so human and personal. However, the more that I thought about it I came to realise that it is not a social media manifesto….
It’s much more than that.
I think it’s a manifesto for all business, all future business, every business that loves and takes care of it’s customers, every business that believes in, invests in and empowers their employees to be their biggest advocates and advocates for their customers too. It’s a customer service manifesto, a sustainable growth manifesto and a marketing manifesto and doesn’t just apply to social media.
What do you think?
Note: I write these posts because I am passionate about great service and helping companies get more value and growth out of the customer relationships they already have. If you’d like to find out more about how I do that then get in touch here. Alternatively, sign up for my monthly newsletter here.
Thanks to NoahRazzi for the image.