«Kan du komme hit å snakke litt med meg. Prate litt med deg. Kan du komme hit å snakke litt med meg. Du ser at jeg vil ha kontakt.» – Admiral P setter ord på det mange forbrukere ønsker fra deres favorittleverandører av varer og tjenester. Flere og flere misliker døvstumme merkevarer. Forbrukerdialog er viktig.
En spørreundersøkelse, riktignok fra Amerika, indikerer at merkevarenes sosiale kompetanse er for lav. I følge en undersøkelse Sprout Social utførte i 2016, ser det ut for at selskapene bak merkevarene fortsetter å benytte sosiale medier som en markedsføringsmekanisme istedenfor en to-veis kommunikasjonskanal mellom merkevare og forbruker. Sprout Social fant at en gjennomsnittlig merkevare sender 23 meldinger for hver forbrukerrespons. Forestill deg at du fortalte din venn 23 fortellinger før du lyttet til hans ene historie. Jeg tror denne vennen snart ville gjøre mye for å begrense sin omgang med deg.
Saken blir ikke bedre av at studien viser at 9 av 10 forbrukere sier at de ikke får svar på berettigede spørsmål til merkevaren. I tillegg kommer det frem av undersøkelsen at forbrukerne forventer svar innen fire timer, mens de få som får svar, får det etter cirka 10 timer. 1 av 3 vil som følge av dette snakke negativt om merkevaren som ikke responderer, og enda verre, 1 av 3 forbrukere skifter leverandør. Det er lett å tenke at disse observasjonene gjelder for amerikanske merkevarer og ikke for vårt marked. Men er det helt sant?
Jeg valgte tigeren, men tigeren valgte ikke meg
17 år gammel begynte jeg å øvelseskjøre bil. Det var knyttet stor prestisje til å få «lappen» på den dagen da jeg fylte 18 år. Ikke nok med det, men «lappen» måtte tas på under ti betalte kjøretimer, ellers hadde det blitt et utålelig prestisjenederlag i kameratgjengen. Sånn var det før. Sikkert dumt, men sånn var det bare.
Jeg «brente av» alle oppsparte midler til å kjøpe en skrothaug av en bil, Austin mini (ble holdt sammen av et uant antall tuber stålplast). Fordi jeg allerede var fascinert av Tigeren til Esso, lå det an til et livslangt forhold mellom Esso og meg. Det var helt naturlig for meg å «putte en tiger på tanken». Sånn ble det imidlertid ikke lenge. Det ble farvel til Esso da en kamerat av meg startet en Shell-stasjon, han kunne tilby en rekke fordeler til lojale kunder. I og med at tigeren, i dette tilfelle, var døvstum og ikke engang forsøkte å stanse meg, ble det brudd mellom tigeren og meg.
Senere forsvant også troen på løftet som lå i «putt en tiger på tanken», fordi jeg fant ut at min barndoms fantasi om den kraftfulle bengaltigeren til Esso var feil. Tigeren var i virkeligheten en papirtiger tegnet i Bergen. Da Vestlandske Petroleumscompagni satset på bensin i 1915, fikk produktet navnet Tiger. «Bilen din blir sprek som en tiger hvis du bruker vår bensin».
Når varemerket ikke kommuniserer, samtidig som varemerkets løfte heller ikke leveres, da fordufter også lojale forbrukere.
Onkel Tuca reiste uten å si farvel
I min oppvekst var det få ting som fenget så mye som klistremerker. Det var mange fine klistremerker å få tak i, men aller gjevest var Onkel Tuca. Ettersom Onkel Tuca dukket opp på noen av bananene, var det derfor lett å bli glad i bananer. Med Onkel Tuca godt klistret fast i egen panne, følte jeg at jeg fikk superkrefter. Løp raskere, løftet tyngre ting og ble rett og slett en smartere person. Det som var problemet med Onkel Tuca var at han hadde kortere holdbarhet enn det jeg ønsket. Etter noen tids bruk, datt han av panna og superkreftene forsvant like plutselig som de hadde kommet.
Det er ikke mye å klage på når det gjelder min barndom, men en tragisk hendelse vil jeg likevel dele. Bare for å få det ut av systemet. Under et besøk hos min bestefars søster Alfhild, ble jeg tilbudt bananer. Til min store forskrekkelse hadde hun delt dem i to og dermed var Onkel Tuca også delt i to. Alfhild hadde med viten og vilje «drept» Onkel Tuca.
Hva som skjedde med Onkel Tuca vet jeg ikke, han bare forsvant uten å legge igjen noe avskjedsbrev.
Et varemerke som ikke leverer på krav til funksjonalitet og i tillegg er vanskelig å få tak i, mister raskt lojale forbrukere. Et varemerke kan dessuten fort ødelegges om det endres utover det merkets DNA tillater.
Livsvarig vennskap
TINE melk kan i et sjeldent tilfelle smake bedre enn Q melk i blindtest. Det er bare det at du og jeg ikke handler i blinde. I kjøpsøyeblikket er varemerkets rennommè synlig. Og et rennommè oppstår ikke i et vakuum, det bygges opp over lang tid ved hjelp av dialog mellom forbruker og leverandør. Et rennommè brytes ned mye raskere enn det bygges opp. Hadde Tigeren, Onkel Tuca og jeg snakket bedre sammen, ville sannsynligheten vært stor for et livslangt vennskap.
På engelsk sier vi «to pay attention», hvilket forteller oss at oppmerksomhet ikke er gratis. Når vi fester oppmerksomheten på noe, betaler vi med redusert oppmerksomhet på noe annet. Forbrukerne velger produkt i fart og det er derfor viktig at forbrukerne er positivt oppmerksomme på våre produkter. Skal en merkevare beholde forbrukernes oppmerksomhet, må vi fortløpende «prate litt» med dem, om noe som interesserer dem. I tillegg må vi være raske til å høre etter, når forbrukerne snakker.
Pass deg for algoritmene
Med tilgang på sosiale medier burde det være enkelt å opprette en to-veis kommunikasjonskanal med forbrukerne. Men nei, her dukker algoritmene opp. Av alle milliarder sider med tekst og innhold som finnes på nettet, er det algoritmene som bestemmer utvalget som dukker opp hos oss. Mye innhold velges bort og vi får ikke vite hva som har blitt valgt bort. Aktiv bruk av sosiale medier i en to-veis forbrukerkommunikasjon er derfor ikke en garanti for en suksessfull forbrukerdialog.
“Kan du komme hit å snakke litt med meg?”
Ja, «jeg ser at du vil ha kontakt», men hvordan får vi snakket sammen når algoritmene forstyrrer vår kommunikasjon?
Q-tips for forbrukerdialog!
Om du studerer Q-måten å kommunisere med forbrukerne, finner du ikke en perfekt to-veis kommunikasjonsmåte. Du finner heller et selskap som forsøker å etablere en god forbrukerdialog, men som aldri kommer til å bli helt fornøyd med denne.
Denne bloggposten er ment som inspirasjon og som oppfordring til å dele erfaringer når det gjelder vellykket forbrukerkommunikasjon, til forbrukernes beste.
Her er noen punkter som viser hvordan vi systematisk arbeider med vår forbrukerdialog:
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Garantier
- 100% svargaranti
- Ingen svarer på vegne av noen, alle svarer personlig
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Åpenhet
- Ingen interne spilleregler, alle ansatte kan kommunisere ved hjelp av sosiale medier, når de vil, om hva de vil, med hvem de vil
- Forbrukerne får åpent svar, selv om spørsmålet er kritisk
- Åpen innovasjon – alle kan se hvilke prosjekter vi arbeider med og hvilke idèer som er lagt inn i Min Q
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Alltid åpent meieri
- Vi svarer på spørsmål og kommentarer fra forbrukerne, også utenom normal arbeidstid; den blant vårt 30 personers SoMe-team som ser henvendelsen først, svarer først
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Månedlig nettmøte
- En gang pr måned oppfordrer vi forbrukerne til å gi oss brutalt ærlige tilbakemeldinger (en klage er et gratis forbedringstips)
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Systematisk oppfølging av forbrukerkommunikasjon
- Q-hjulet, et 60 minutters tverrfaglig møte, hvor vi løpende forsøker å forsterke vår forbrukerdialog
Forbrukerdialog er avgjørende for en merkevares langsiktige liv. Det kommer godt frem i analyse gjengitt hos Kotler og Keller (2016 del 3, kap 5 8):
- Det kan koste fem ganger så mye å rekruttere nye kunder (forbrukere) som å tilfredsstille og holde på eksisterende kunder (forbrukere). Det er svært ressurskrevende å overtale fornøyde kunder til å skifte ut de leverandørene de benytter i dag.
- Gjennomsnittsforetaket mister 10 prosent av kundene (forbrukerne) hvert år
- En reduksjon i kundefrafallet (forbrukerne) på 5 prosent kan øke lønnsomheten med 25 til 85 prosent, avhengig av bransje.
«Kan du komme hit å snakke litt med meg. Prate litt med deg. Kan du komme hit å snakke litt med meg. Du ser at jeg vil ha kontakt.» – Admiral P
673 Responses to Snakke litt med meg, prate litt med deg
Derfor handler jeg alltid fra Tine. De snakker lite ned sine konkurrenter, de er økonomiske indirekte bidragsytere til sine konkurrenter. De har mottaks – og leveranseplikt, og tar ssv en høyere andel av inntransport av råvaren. De bidrar til å opprettholde næringsdrift og styringsrett frem til produsent. De skaper betydelige synergieffekter i annen næringsvirksomhet og arbeidplasser i hele landet. De bruker vesentlige beløp på idrett, barn og ungdom hvert år. Produktene er fantastiske -“Tine, litt hver dag” Takknemlig for påminnelsen.
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