Customer Engagement Blog

Check out this brief but important slide deck from Adam Brown, Director of Digital Media at Coca Cola. It provides some insight into Coca Cola's social media success.

Pay particular attention to slide 22 where he spells out his 4 Rs social media strategy:

1. Review what the social media community is talking about...
2. Respond to the comments, posts and other chatter about the company with accurate information and our initiatives...

I've been in Honolulu with a client for a week with another week to go - tough gig, I know.

The Aloha spirit is alive and well here (and actually is incorporated into state law - see below.) Here's a simple example:

A colleague was laying out on the beach with two other friends. Being from the Northeast, they were getting a little too "well done". An attendant on the beach saw them and brought over an umbrella and set it up. My colleague offered a small gratuity along with his sincere thanks. The response was "no thank you sir. This is the Aloha spirit. We do what is the right thing to do."

As I said, the Aloha Spirit has actually been incorporated into Hawaiian law.

I have been amazed at the level of coverage about Michael Jackson's death and the level of interest and passion for his music worldwide. He was always a mega-star but this is amazing. Why him? He was, in so many ways, different. He had a brand and delivered an experience that was totally his own. And look at the loyalty of his fan base. There's a lesson there for businesses.

Great read from the New York Times, Sunday, 6.21.09. "Favor Enhancement. Real gratitude can be profitable. How, then, to create it?"

Featured is Hyatt Hotel's CEO Mark Hoplamazian and what he calls "random acts of generosity" as a means to creating loyal customers.

Zappos also gets a mention. (See my guest post at 1to1 Media Blog on Zappos.}

Ginger Conlin asked me to offer up a guest blog posting at Think Customers: The 1to1 Blog from 1to1 Media.

I wrote about Zappos and how well they listen to customers. Key to their listening success is that they don't provide scripts to cuso9tmer-facing employees.