Julian. You are spot on the money. We are in the experience economy and consumers want to feel that their time spent is not wasted. Its more than just service, its about enabling incredible experiences that they can go home and tell their friends about. and guess what...that's the best advertising you could ever get.
Thanks for sharing this evergreen piece of customer relationship wisdom!
Although I am not working in the video production industry I also run a food truck business. In the hospitality industry the adage of 'the customer is king' is well known but sadly seldom practiced.
As you say - 'A bad customer experience can be turned into a good one by showing customers the human side of your business' - is such an effective way of potentially creating an ally of your brand for life.
Word of mouth - still the most powerful sales tool!
I would certainly suggest that you also have a look at the recently launched Social Media Measurement Framework by AMEC (the international association for the measurement and evaluation of communication). This now provides hundreds of different metrics which can be utilised to measure social media effectiveness.
I have been trying to get an issue resolved. 4 emails & 3 phone calls later. No help, these online companies are awful especially in SA. You cannot get past the call centre to speak to someone in management. I will never shop with Kalahari again. Amazon is amazing they respond immediately, don't argue, they just fix.
R1 Million might be misleading or to put it clearly lack of communication packaging. To an ordinary person it seems that DTI will put R1 Million to support the film industry which is nothing, but the actual programme is much more than that. DTI must get a right Agency to position its good work
Yes agree to the encouragement from management, especially before and after cos it demo's how important they see it- which in turn pushes the student/employee more. Also, you must build live interaction into the training to enrich the experience... Colin Morris -Creative Pitch Doctor