What I found most interesting were the reasons behind the social-media only format. While some of it came down to budget it was also the best way to connect with their primary target audience of 14-25 year olds who are travelling on their own and think they’re immortal.
Dave Griffin, our shopper and retail specialist, recently blogged about customer service measurement. He cited a study based on just four ‘mystery shops’ which is clearly too few to come to any substantial conclusions about your customers’ in-store service or experience.
But can you go the other way? Can you have too many customer data points?
The bottom line however, is that it shouldn’t be about the technology that is or is not used to communicate to consumers or clients. It’s about recognising and embracing that as human beings, we use a lot of different ways to communicate with each other.
I wonder if when it’s my time to turn 100, I’ll be receiving a tweet from King William? Or perhaps that will be considered too “quaint”, “old fashioned”, “traditional” or “common” by then.