July 16th, 2010 | Simcha Weinstein | Comments Off on The New Face of Marketing
I don’t really watch much television, but I have seen this commercial (see video below) on occasion and find it pretty compelling. If you’re wondering how Marketing might look in the not-too-distant future, it’s a quick peak at a very possible direction. For those of you at work who cannot view the video, it shows a young boy dancing while his moves are being captured on a cell phone. The video is shared from phone to phone, and in no time, people who didn’t even know this young boy existed, are enjoying his moves all across the globe. As the commercial ends you see that the video has found its way onto a digital billboard in Times Square. The commercial is presented by Cisco.
I don’t think it’s an exaggeration to claim that this pretty much shows the future of Marketing if the explosion of social media continues. Twitter. Facebook. Cell phones. It’s a new world. Whatever you do, or whatever you say can potentially become a world-wide phenomenon, and quickly. I understand that this is just a commercial, but it’s incredibly easy to imagine this type of movement happening.
Here’s an example that can make it seem a bit more real. Let’s say that in your store you have an amazing peach display – simply stunning. A shopper buys a peach (selecting a perfectly ripe one with the invaluable help of someone from your department) and they are simply blown away by the wonderful flavor of this fruit. It’s the best they’ve had in years! On their return visit, they take a picture of your gorgeous display with their cell phone, and as it happens they author a fairly successful blog that rates retail experiences across the country. This blogger goes on to write a nice little article about your store and their wonderful experience with the peaches. Some of the subscribers to this blog end up sharing the post on their Facebook page, and a few even Twitter about it. Suddenly, your store is the buzz everywhere. It may seem like a reach that this could happen, but it would be wise not to underestimate the impact of how fast things can move.
What I see as the takeaway from all this is that Customer Service is the New Marketing. When you are in your store interacting with a customer, you should approach your interaction and your level of service as if the whole world is watching . . . because they just may be.