Posts Tagged ‘customer feedback’

SOME companies understand social media and how to deal with negative comments about their businesses.

But most small and medium-sized firms prefer to ignore the comments rather than deal with the problem head-on, as Mocks founder Lara Solomon has.

Last year Solomon decided to swap PR for social media as the main marketing method for her business, which sells sock-like mobile phone covers in Australia, Britain and the US.

She focused on a Facebook page but didn’t anticipate the full consequences of engaging with her customers on social media sites.

The Mocks brand attracted about 12,000 Facebook fans (it now has more than 15,000) within three months, with the result that sales doubled in the final quarter of last year compared with 2008. What Solomon didn’t expect was the magnitude of the task of dealing with online comments from mainly 12 to 20-year-old girls.

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We were recently inspired by The Breville Story (which is found below) and are now pursuing more and more feedback from our existing clients, so that we can discover better ways to serve you. And as I read recently, ‘If you aim for perfection, you might just hit excellence.’

The Breville Story

On Melbourne Cup Day in 1932, just seven months after the opening of the Sydney Harbour Bridge, Bill O’Brien and Harry Norville scraped together 500 pounds in the midst of the nation’s worst economic depression to found ‘Breville Radio’. Together they built and sold radios to a generation for whom radio was the centre of family entertainment and a vital connection with a world in great upheaval.

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