Sainsbury’s is the third largest chain of supermarkets in the UK. In June of 2011, a 3 1/2 year old girl called Lily Robinson wrote a letter (with the help of her mom) to the supermarket chain posing a simple question. Why a certain type of bread sold by the chain is called “Tiger Bread” when it really has the markings of a “Giraffe”?

How Sainsbury responded, is a textbook example of how other companies should handle customer service. The response isn’t dry, and stock. It’s a personalized response to the little girl, that uses language a three year old can understand. Also attached was a £3 (almost $5) gift card – enough to buy the bread and some sweets.

Lily’s mom posted the original response letter on her blog site, and though the response received some attention from blog sites, Twitter and Facebook, it really went viral of January of this year. The letter has been “Liked” nearly 150,000 times, and shared nearly 50,000 times on Facebook, and it’s been commented on thousands of times.

This simple act, of Sainsbury’s responding to a little girl, has generated a massive amount of publicity that would have otherwise cost thousands upon thousands of dollars for the company. Companies should not be afraid to embrace social media. A well laid out social media strategy will be a benefit to your company.

In the trucking industry for example, each major social media platform has its suitable uses. Facebook for example, is a great place for hiring drivers, as well as building company culture around your employees and your brand. LinkedIn is a great way to generate leads as well as network. Canadian carriers are under-utilizing social media, and it’s time for them to, get on board.

This year has had its share of change. 2011 started off with a significant shuffle in leadership, across many major carriers and was followed by some significant acquisitions by small and large carriers alike.

Our long time accounts Hi-Way 9 Express, Concord and more recently Quik X, all changed ownership. Fortunately our relationship with those carriers didn’t end and we actually made further inroads with sister divisions. Some senior people who left those companies turned to us when they joined new firms or created their own companies. The wheels keep turning…

So what’s the point? Although the industry is shy when it comes to engaging in social media trends, most professionals in the industry use LinkedIn. It’s a great resource to help keep you up to date with the changes that will likely continue to be a common occurrence in the industry. We are about to experiment with some advertising opportunities using this social network. It’s amazing how targeted a campaign you can launch in this and other social media venues.

We are currently managing the social media for a few clients. It’s an opportunity that didn’t exist a few years ago and will probably be one of the things that help us through this now tighter economic climate. On the transportation side, offering a brokerage service to capitalize on the convenience sell with existing customers is probably the most common opportunity that carriers are looking to for increasing their revenues quickly and profitably.

We can count on further consolidation but we should all keep our antennas up for new opportunities. They do exist. We just have to look to the future and ask the question “I’d like to see this happen. What did I have to do to get there?” Then keep going backwards until you come up with your first step and you will have all the steps in between. It’s a simple process that adds clarity when you can’t seem to get there from here.

Lee’s Quote for the Day

“If you think you finally have everything figured out, you’re more likely a fool than a genius.” 

So after writing my blog on Google Analytics I said I would post one providing some information on Google AdWords. I said this completely forgetting I was already registered to attend a conference hosted by Google, on AdWords. 

Google held their presentation in a large auditorium enough to capacitate the whole lot of us and focused their first presentation on trends in the industry. This is the one piece of information I took from it. Social media and mobile marketing is not a fad. Paraphrased and not that I thought otherwise but if Google says it, it must be true… right? 

So we broke for lunch, killed about an hour and a bit talking to people and what not, then we (Google conference attendees) were separated into two groups, by choice of course. Beginner or advanced? Not that I claim to be an expert on AdWords, I chose the advanced seminar hoping to pick up some tidbit or gem that I could take back to the office. Nope. I had to double check again to see if I had entered the beginner room by mistake.

I don’t know who they were targeting with their presentation because it wasn’t helpful enough to people who have some sort of understanding, yet I heard from a couple of people with no understanding that it was very confusing and too heavy on the lingo that means nothing to them. It’s Google… one of the most recognizable brands in the world… I thought this was going to be the be all and end all of seminars. Oh well.

I’ll sum it up to my top ten benefits to make it a little easier of a read for you since this post is already getting too text heavy.

My Top 10 Benefits of Google AdWords

1. Allows you to be seen on Google
2. Cost effective way to market your business or products
3. You chose how much or how little you want to spend
4. Your position on Google is not determined by how much you spend, but rather by how relevant your ad is to your target and how many clicks you receive
5. All of your ads are completely customizable in terms of what text or link is displayed. If you’re running ads on the Google Content Network, your ads can even have images and video.
6. All of your ads are completely targetable by keywords, location, even time of day. If you’re running ads on the Google Content Network, you can even target your ads to certain age demographics.
7. All of your ads are easy to track to see which ones are performing well and which need to be revised, allowing you to spend your dollar wisely
8. AdWords software is very user friendly and will allow you to make it as complicated or as simple as you want
9. Google provides tools to generate keyword ideas, they let you know how heavy the competition is for each of the keywords you are targeting, recommend pricing points and much more to help you maximize your money
10. It will boost traffic to your website and create more brand awareness