Is Your Brand Listening

I follow Andy Sernovitz because he is really in tune with what larger businesses are doing with Social Media Marketing, Corporate Blogs and a whole array of Word of Mouth Marketing.

Lands’ End verses Zappos

Andy’s recent article Land’s End Verses Zappo’s caught my interest, first just from the point that Andy was making, What happened to Land’s End, everyone used to talk about them, now all the buzz is about Zappo’s.

My first reaction was, well, Land’s End simply got outmatched by the beloved Zappo’s. Tony Hsieh is a pretty dynamic guy and created a culture at Zappo’s that most business executives only dream of. It is fascinating that they sold their company to a rival, who is in the same business, and could have done everything Zappo’s did.

But Then, Land’s End Responded

The real point of this post isn’t about either online retailers, it is about Land’s End LISTENING. Shortly after the post, Stacey Symonds Senior Director, Marketing & Customer Analytics at Lands’ End responded to the article. Her points were clear, and not defensive. Stacey brought up many Social Media initiatives that they were working at Land’s End, including an extensive facebook fan page and facebook campaign.

While I am a huge fan of Zappo’s, I am also a new admirer of Lands’ End. The manor in which this unfolded is exactly how brands should respond, and Engage.

Nice Job Land’s End!

Are You and Your Brand Listening to what folks are saying, You Should Be.