Brand Communities | Resonate Solutions

10 signs your company is ready for social media

by Tim Tyler

23rd November 2009

Take this little quiz to see if your organisation is ready for a customer community or conversational marketing;

There is a process in place to constantly measure customer satisfaction&sentiment. Not just on-line and not the annual customer satisfaction survey. Regular sampling. Y/N
Management calls a number of customers, happy and unhappy each day or week as part of their regular duties. Y/N
You have a social media policy for staff that as a starting point assumes they are already participating. Y/N

tags: Brand Communities, Conversational Marketing, Customer Engagement, Customer Segmentation, Customer Segmentation, Customer Value, Net Promoter Score, Social Media, Social Media, Voice of the Customer,

Google sidewiki: encyclopedia, conversation or graffiti?

by Tim Tyler

6th October 2009

ROFL: micro-blogging on micro-blogging?

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tags: Brand Communities, Conversational Marketing, customer touch point, Online Communities, sidewiki, Social Media,

12 Principles for changing behaviour - social marketing & social media marketing

by Tim Tyler

15th August 2009

Smoking area ceiling mural

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tags: Brand Communities, Online Communities, Social Marketing, Social Media, Social Media,

Making Money from Social Networks

by Tim Tyler

31st July 2009

As we help; design, commission, analyse and manage online communities for a living, we are constantly on the look out for ways to convert the raw customer energy of a network into a more convertible currency - hopefully with pictures of famous Australians on the notes.

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tags: Brand Communities, Customer Engagement, Online Communities, Online Communities, Social Media, Social Media, Social Networking,

Some people collect blanks...

by Tim Tyler

19th July 2009

When we first started managing online communities for our clients we were often confronted with the question; "But how many customers will want to come online and have a conversation about _____ (insert your category here)?" mmmmm.... 'There must be some, you have customers right?"

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tags: advocacy, Brand Communities, Customer Engagement, influentials, Online Communities, Online Communities, Social Media, Social Media, WOM, word of mouth marketing,

Build it and they will come? Not likely!

by Jeff Carruthers

10th June 2009

One of the Seven Deadly Sins or myths about getting brand communities right is "Build the brand, and the community will follow". For most of us involved in social media, the myth is self-evident - the brand lives more in the minds of customer advocates than in the Agency brand strategy. And a brand community exists to service the people in it (not to serve the business! - Myth #2).

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tags: Brand Communities, Customer Engagement, Online Communities, Social Media,

The Seven Deadly Sins

by Tim Tyler

1st March 2009

West Australian Harley Owners Group

I have just finished reading a great article by Fournier and Lee - the first of these authors was 'Vice President, Enthusiast Services' at Harley Davidson. Her advocates routinely tattoo the brand on their bodies!

The more things change...

by Tim Tyler

8th August 2008

Article #1

Warns about new forms of consumer skepticism and organisation and argues that this 'discontent' is something 'businesses cannot afford to overlook because it has already assumed the proportions of a real threat to producers and distributors of advertised brands.' The article suggests that listening to consumers is one way to solve the problem. Such efforts cannot be faked; 'if it is lacking in a sincere desire to do something for the consumer, that worthy will be quick to see through the disguise.'

Business Week, 1939

Article #2

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tags: Brand Communities, Customer Centric, Customer Centric, Customer Engagement, Online Communities, WOM,

Beware Your Brand Tags Are Showing

by Jeff Carruthers

27th May 2008

My link of the week has to go to www.brandtags.net recommended to me by Paul Kennedy over at mjw advertising.

The basic premise behind this site is that a brand exists entirely inside people's heads. Therefore whatever it is they say it is, is what it is. With over 760,000 tags submitted, this is a very interesting version of the "wisdom of crowds" - more like the "crowd speaks - it is what it is!".