First Direct's new site
http://www.live.firstdirect.com/ shares what people are saying about their brand real time. It's a bold, brave step that many brands probably wouldn't have the guts to take. But, for First Direct, a brand with strong customer advocacy, it's an excellent way to show just how good they are.
As well as what people are saying, the site also records: -
- How many calls they took the day before, yesterday they took 26,555.
- Money raised for ChildLine so far this year - £144,039.
They're currently tracking at 77.46% positive brand feedback. What would your brand score?
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Asda have announced their long term strategy for customer engagement, which includes customer consultation on new products, prizes for money saving ideas and, bizarrely, in-store webcams.
Brand Republic have interviewed some customers - vid here:
http://link.brightcove.com/services/player/bcpid19475236001?bctid=44634887001
Interestingly the interviews show that, even if they're not sure how it will be done or even for what specific benefit, customers increasingly expect brands to ask for their opinion, input and advice.
I absolutely adore this! Too bad that I can't share it on Twitter using the "share" button.
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