What a creative communication approach! It is personal, was conducted in real time, and accomplished its goal - to increase sales.
As customer strategists, what we can learn from Old Spice?
- We owe our customers a response when they participate in customer satisfaction surveys.
- Our response should include a summary of what we heard.
- It doesn't have to be too lengthy. Stick to the key points.
- Video is an effective communication tool.
- Our communications should have an impact on our business through building customer loyalty, creating customer value, and increasing our customer retention programs.