Love Your Brand, Love Your Customer


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…And love your watch! I do. I really love every watch I own. Each one is unique and has a special place in my life. So when I had issues with my brand new Moon Dust DNA from Romain Jerome, I was shocked and upset.

Here’s what happened. I had just bought this RJ masterpiece from an authorized dealer before I went on a family vacation in December. Shortly thereafter I started having issues with the Power reserve. When you spend good money on a watch, you expect flawless performance! This snazzy little piece of art has authentic moon dust on the dial, the titanium and steel for the case are fused with metal from Apollo XI, the claws in ceramic or oxidised steel has its origins in the Soyuz spacecraft, and the strap is made using fibres from a spacesuit in the International space station (ISS)… it really is special.

And I was not about to just complain about a watch to its dealer. This is not just a watch; I bought it because it is a collector’s item from a brand I admire. I also own a Titanic DNA (it has salvaged steel from the Titanic wreckage) also from Romain Jerome, and that one is flawless. I could not handle an RJ watch not performing. The brand means something to me.

Since I have been discussing social media on and off on my blog, I decided to check out its power for myself. I went to the Romain Jerome Facebook page and posted a message saying my “moon face” had stopped. I had misspelt the name of the watch and hit “send” before even completing my sentence as you can see from the attached screenshot. So imagine my surprise when the CEO of Romain Jerome, Manuel Emch, responds to my message within 9 hours! He said he was sorry to hear about my watch, wanted to know what the problem was and asked for details so they could look into the matter. I let him know that I had sent the watch back to the dealer to fix and he promised to follow it up and have it expedited quickly. RJ has now resolved all of my issues to my complete satisfaction!

Romain Jerome Facebook comments

I, Louis Foong, will be a Romain Jerome brand ambassador for life after this experience. This company, from top down, from CEO to local dealer, are married to their RJ brand. And they have no compunctions showing their love!

Moral of the story: If you love your brand, show it. Don’t be shy to show your love. I showed my love for RJ and they responded back with love and care. If there is enough love in the air, social media can work wonders! Don’t indulge in social media because you have to. Do it to show your prospects and customers that you really care. (I may be getting carried away with the word love but it is the week of Valentine’s Day!)

True leads come from strong referrals and glowing testimonials. The foundation of lead generation is built on a solid reputation. Social media is a great tool for reputation management, brand awareness and CRM. Use it well and integrate it with your strategic lead generation activities. Love your brand; love your customer; leads will come.


Republished with author's permission from original post.

Louis Foong
Louis Foong is the founder and CEO of The ALEA Group Inc., one of North America's most innovative B2B demand generation specialists. With more than three decades of experience in the field, Louis is a thought leader on trends, best practices and issues concerning marketing and lead generation. Louis' astute sense of marketing and sales along with a clear vision of the evolving lead generation landscape has proved beneficial to numerous organizations, both small and large.


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