This is somewhat of a spontaneous post that was prompted by something I saw happen via email this morning.
I run a little men’s and women’s fashion blog on the side for fun, and while checking my email early this morning I noticed that someone left a comment on one of the sites posts that was around 6 months old.
While walking to work I checked my email once again, and saw another comment via email on that same post. But this time, it wasn’t someone else asking a question about the shirt in question; it was someone from Blank Label, the brand that makes the shirt.
The brand representative took the time (which probably took less than one minute) to answer the readers question and help them make a more informed decision. The exchange is a classic example of how brands can connect with consumers online simply by listening and engaging at the right time.
I have no doubt that the consumer is now going to feel engaged by the brand, and that he will probably move forward with buying the item in question. And so you know, it’s a custom men’s dress shirt, so if all works out well, it’s highly likely that he will become a repeat customer for the brand.
Having the processes in place for simple community management functions such as listening and engaging can go a long way for businesses that value relationships with their customers.
