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Be Kind… PIXAR certainly is!

https://i1.wp.com/www.pixar.com/featurefilms/up/images/upfront.jpg

Probably few of you may have seen this already, but I wanted to write a small post about it because things like these rarely happen!

Last week I was reading this post on Jennifer Jones’ Speak Media Blog, and my heart nearly sank. Sometimes brands really know how to behave with their fans and this one is  a truly wonderful and powerful story.

As with Jennifer, I am not posting this to praise how amazing Pixar was in turning such an amazing story in a PR stunt, because they simply didn’t – I just wanted everyone to know about this story because it shows how people (and not brands) are actually willing to listen and do good in this world!

Here’s the story. A beautiful ten year old girl named Colby Curtain has been fighting a rare form of cancer for years. Her family was recently told she didn’t have much time left. After seeing previews for Pixar’s new animated feature, UP, Colby told her parents she just wanted to stay alive long enough to see the movie. Knowing she couldn’t go to the theater and probably wouldn’t make it to see the DVD release, a family friend contacted Pixar and they came through. The animation company flew an employee to the Curtain house with a pre-release DVD and a few stuffed animals from the film. Colby watched the movie with her family and friends…and then she passed away seven hours later. [From Jennifer’s post]

Still today no comment from Pixar whatsoever… wich makes us all believe what an amazing action this was!
It kinda reminds me about a Zappos‘ story. Not sure if anyone remembers this, but Zappos had a very similar situation with one of their existing customers.
Zaz Lamarr meant to return some shoes to Zappos, but her mom passed away and, naturally, she just didn’t have time. Because of this, Zappos arranged to have UPS go pick up her shoes—and then sent her flowers. This is what Zaz then wrote:
“When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy. Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is.”

I totally heart Zappos and this was an absolutely briliant story!
Now with Pixar joining the club I wonder if IT REALLY IS time for some more brands to get a wake up call and love those customers withouth whom they wouldnt really exist, eh?

 
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Posted by on June 30, 2009 in Branded Experience

 

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BestBuy CSR Wisdom = Social Media

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I am so glad I was made aware of this video today!

What BestBuy has achieved is what majority of brands are struggling to understand and probably not brave enough to embrace. It’s what I call openness:

  • give a chance to everyone in your company to speak up,
  • make everyone within your company a stakeholder,
  • everyone should be involved,
  • let your employees feel they have a high level of impact into your business development

I have posted a link to the video below this paragraph for all of you to go and watch. It’s 30 minutes long, but if you have a bit of time it’s an incredible insight into how brands should adapt their business models to open up to their employees, with the ultimate objective to retain them for as long as possible, make the business a better place for  your customers to come back to, and last but not least, for your own company to constantly develop thanks to the people who make it such a good place…. It’s not rocket science, BUT STILL, I have no idea why only merely few companies have got it right so far!

Best Buy CEO Brad Anderson in conversation with Peter Hirshberg at Google Zeitgeist from peter hirshberg on Vimeo.

I am not anywhere close to being a business consultant, however I humbly reckon it’s part of an overall ‘Corporate Social Responsability’ vision which has a strong potential to let your business stand out from the others.

The only reason why I am giving the spotlight to BestBuy is because what they are doing is exactly what brands should also be doing with their customers!

BestBuy has launched an internal social network for their over 3000 employees across the US by the name of BlueShirtNation, an internal WIKI, a TradeTrending tool and a Product Development Forum. Within these spaces, employees are constantly coming up with new ideas, talking directly to the managers, getting funded by the company to take interesting concepts one step further, connect with each other from different stores etc… allowing a fully personal experience where they can feel meaningful to the company

That is exactly what customers want!

  • They want to feel listened
  • They want to get involved
  • They want to be meaningful to the eyes of your brand

I would be extremely surprised if BestBuy doesnt open such tools to their customers. People could add even more ideas to what BestBuy employees have, it could actually generate even more conversations between employees and consumers to drive better service and more product development.

Also, at the moment they are talking about a mobile device which would allow customers to review their products right there at the moment of consideration/purchase. A custom software would allow reading a product barcode and let you retrieve all the reviews from the BestBuy online community website straight onto your mobile screen.

The ultimate point is : how would your customer feel through such an awesome shopping experience?

I could only say – satisfied? clear about his choice? glad about listening to what other people like him have to say about the product? More willing to buy?

As a brand, if you start engaging with your existing and potential users online, through building and maintaining open and meaningful conversations you might get the same results! Am I right?

Answers on a postcard please!?

E

PS

The slideshare below explains in more details their strategy

 

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Bacardi BLive La Fiesta

Got on the train to work and already tired…wow eh eh

Damn Bacardi LOL
La Fiesta was probably the best party organized by a brand I’ve ever been to

They had all the right elements to make it a great event:

  • great club makeover with the Cuban theme
  • free Bacardi drinks for the first hours to get people going and taste the real flavour…
  • really nice crowd and
  • awesome music

There were three or four rooms, all with completely different music, from dance to house to Latin, the latter being AMAZING!

We didn’t leave till 1230ish, reason being Groove Armada got on stage at 1130, surprisingly on time as planned and… Oh boy, weren’t they unbelievable?
They totally rocked the house… People were on fire!

Me Roby Jen Jossy and James had and absolute wicked time and looking forward to hopefully the next one!

Thanks Bacardi…
Now my affinity to your brand is definitely much higher and will be looking out for you more

Enzo

Posted by ShoZu

 
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Posted by on September 5, 2008 in Personal, Social

 

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