My all time favorite commercial is the Google Chrome: Dear Sophie spot. http://www.youtube.com/watch?v=R4vkVHijdQk
Yes…I’m a dad and yes I have a 3-year-old little girl named Sophia. But that is just coincidence, it highlights how creating an emotional connection with customers can create a memorable advertisement.
As an evangelist for customer service I’m excited that more and more companies are increasing their awareness of consumer feedback with all the new communication channels customers leverage like Facebook & Twitter.
However, I haven’t seen any brand with the guts to really put their money where their mouth is and dedicate a Super Bowl spot to customer feedback.
So if you are listening Ogilvey, Edelman or BBDO I have your new creative piece! You can promise your clients it will be worth every single penny of their millions on this 30 seconds.
For the purpose of this blog post, we’ll say it’s an ad for Ford since almost everyone can associate with having car problems.
World’s First Super Bowl Commercial Featuring Customer Feedback….Take 1…Action!
(Cue the goose bump raising violin and piano music like in the Google commercial above.)
80-year-old man addressing a hand written letter to the Ford Customer Contact Center address.
70-year-old woman dialing the Ford customer service 1-800 number.
60-year-old typing in an email to customerservice@ford.com.
50-year-old clicking the chat icon on http://www.ford.com.
45-year-old looking at some online self-service FAQ’s (Frequently Asked Questions) on Ford’s contact us page.
40-year-old browsing a Ford auto forum.
35-year-old blogging on Ford’s community page.
30-year-old posts a complaint on Ford’s Facebook page.
25-year-old tweets a question to @Ford.
20-year-old uploads a YouTube video of Ford’s channel.
18-year-old checks in on FourSquare on his trip to a Ford dealership.
17-year-old posts on Ford’s Google+ profile.
16-year-old uploads a picture of her brand new car on Ford’s Pinterest canvas.
15-year-old sends a text to a Ford vanity code.
Ford CEO in the background while each of the above images are playing says, “We wish we made perfect cars, but unfortunately they are designed, built and serviced by people… and people sometimes make mistakes. No matter what generation you’re from or how you would like to share your feedback with Ford, we want you to know we are listening and we will take action.”
“Thank you Ford customers”
Chad - Rappin' On Social Customer Service 