They are in large part responsible for the continued viability of physical entertainment products; CDs, blu-ray movies and the like. And I love it all. In fact, I often find I end up going back to the bonus features more often than the main content. We’ve seen several musical artists, directors and studios use these extra nuggets to drive cool innovation in the medium. Or, to reenergize fading careers and revitalize aging material.
And while innovation and something new is always great, a lot of these bonus features are just cleverly packaged and presented content that was going to go to waste in post production. How many times have you roared with laughter at deleted scenes or outtakes at the end of a film?
The point is that I bet you have stuff laying around your shop that could be packaged up and given to your customers as a nice little extra. Bonus features, whatever constitutes your main business, don’t have to cost more or require additional development. They’re likely already lying around waiting for garbage day. With a little thought and creativity, you’ve likely already got something really unique that will get your customers talking.
So before you ship your next whatever, look around and see what else you can include in the box. That just might be the thing that keeps your customer coming back.
Any Rush fans out there? Well, if you are, I’m sorry to disappoint. This post is not a transcript of Neil Peart’s YYZ drum part. What it is in fact is a cry for help.
Search “customer service is the new marketing” and Google will feed you back about a half a billion results. Its not a new topic. But I’ve always been more concerned with the subtext of the sentiment. It just screams of the inferiority complex many customer service organizations exhibit within their corporate ecosystem.
A cure for this sense of feeling like the corporate doormat is innovation. Customer service doesn’t usually outrank marketing on the innovation front. But there’s still hope. And the white night is video. In light of twitter’s release of Periscope this week, It seems like a great time to revisit this topic.
Video is driving greater transformation in the way brands engage with their customers. Its engaging, personal and social. And the landscape of tools available is expanding rapidly. So, why aren’t more customer service organizations leveraging it as part of their engagement strategy?
When are we going to see true convergence of on line, digital customer experience with traditional brick and mortar in-store experience? This is such a big opportunity to create a unified, converged customer experience. Yet, it seems like digital assets are creating even more silo’d experiences for customers. Am I off base?