Reading an external blog by Abby Perkins, it was evident that having good customer relationships can provide a huge competitive advantage for businesses.
In the post, Perkins discusses the importance of social media in satisfying customer’s needs. In fact she emphasizes that if a company initiates such customer service, such as providing platforms to customers for direct relationships, the company should pay particular attention to it. This is because she feels that “the only thing worse than not having a social media presence is having one that’s been abandoned.”
For many companies, such customer relationships can even play into the value propositions of the company. An example would be Zappo’s a company that I discussed in previous blog posts.
Other than that, Zappo’s, a company that I have interacted personally with that pays particular attention to customer service is a movie theater branch in Singapore called Golden Village (GV). It uses Facebook as a social media platform for all it’s customers. On their Facebook page one can post questions, concerns or praise that will be responded to instantly. Furthermore, they share pictures of events they have had, advertise fun competitions and their winners in addition to providing benefits for people who have liked their page.
In fact Golden Village in collaboration with Facebook at one point allowed Facebook users to create events directly linked to GV. Meaning that they could invite their friends to this event and through that event the people would be able to vote on the movie timings and days they were available. Hence such methods acting as value propositions.
In conclusion, I feel this blog is a must read for anyone considering a business which requires good customer relationships.
Golden Village celebrating their 20th anniversary.
Works Cited
“Golden Village Celebrate 20th Year Anniversary at GV VivoCity – Hpility SG | Singapore Blogger.” Golden Village Celebrate 20th Year Anniversary at GV VivoCity – Hpility SG | Singapore Blogger. Web. 6 Nov. 2014 <http://hpility.blogspot.ca/2012/05/golden-village-celebrate-20th-year.html>.
“Golden Village Mr Popcorn.” Facebook. Web. 6 Nov. 2014. <https://www.facebook.com/gvmovieclub/timeline>.
Perkins, Abby. “Why You Need Social Media for Customer Support.” Small Business Marketing Blog from Duct Tape Marketing. 23 Oct. 2014. Web. 6 Nov. 2014. <http://www.ducttapemarketing.com/blog/2014/10/23/social-customer-support/>.
MLA formatting by BibMe.org.