It is so simple

…yes, really. This thing called communication. Actually.

Today Sanna writes on her blogg Salamanderpm that “Loyal customers demand two-way communication”. (Sanna’s blogpost is in Swedish but the source to her post is from The Wise Marketer) In short, you need to think long-term and not engage in short-term solutions. Customers today are much more demanding and chose their realtionships carefully. And with today’s easy access to the internet any rumour is spread with lightning speed.

And the I saw a Tweet from pleascopyme with a link to the Coca-Cola “Happy Machine” on YouTube. And once again Cocal-Cola proves why their trademark is at the top of mind of people. And don’t you too smile when you see these happy students suddenly receive a lot more from the machine than they anticipated? I have no idea what money Coca-Cola has spent on this movie but the vale they get in return (when this is being written the film has been shown 60 202 times since Jan 12) as customer loyalty is several times that.

And that is how simple it is. A little bit of understanding of the customer’s situation and a surpise now and then – especially if not expected – goes far towards creating a good relationship and loyal customer.