Simon Palmer’s blog

August 30, 2010

Customers as advocates

Filed under: Uncategorized — simonpalmer @ 2:32 pm

Bit of a shameless plug, but I really like the work that’s coming out of our social media team.  GoRecommend started as a tactical integration point so our customers could track, and to some extent guide, where their brands ended up in Facebook following shopper taking a survey about customer experience.

The positioning of a brand is a delicate process which is jealously guarded and heavily invested by companies who care about how they present themselves to the world – which is pretty much every company.  The fact that, driven by loyalty, and perhaps unfettered by it, shoppers can question, criticise, re-position, evangelise, advocate your brand in a selection of forums with enormous networked readership means that the power balance between companies and their customers has changed.  This scares the willies out of most marketing departments and is the sort of discontinuous change that, unless embraced, could spell disaster.

On the other hand, what if you could properly embrace it?  What if you could understand and watch what people are saying?  Done badly it is Orwellian interference, done well it is game-changing connection to your audience and customers.

Enter GoRecommend.  We’re at the friendly fun end of understanding what shoppers are saying about brands.  We provide the infrastructure to make a positive message easy and a negative message contextual and beneficial – after all how can a brand improve unless it listens to its critics?  We’ve extended out beyond Facebook and into Twitter and email and are getting a huge amount of market traction from our customers who are excited and slightly bewildered by the implications of social media.

Come take a look…


  1. always i used to read smaller articles or reviews which also
    clear their motive, and that is also happening with this piece of writing which I am reading at this time.

    Comment by — December 30, 2012 @ 3:12 am

    • Thanks for the comment, not quite sure I understand it.

      Comment by simonpalmer — December 30, 2012 @ 8:11 pm

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