I have a confession to make – I’ve been keeping something from you.
As part of my recent work with Reevoo I’d been having some illuminating chats with some really interesting people – marketing geniuses, C-level types and just amazing individuals – and to be honest, I felt a bit selfish keeping them to myself.
So something had to change.
I’m still having those amazing chats – the only difference now is that I bring a microphone and producer with me.
For our first People Tell Richard Stuff podcast I caught up with Pete Blackshaw, Global Head of Digital & Social Media at Nestlé and author of the book Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.
Pete’s sat on the innovation panel at Cannes, co-founded the Word-of-Mouth Marketing Association, served as Chairman of the Board of the Better Business Bureau, he’s a graduate of Harvard Business School… Basically, he’s a very busy guy – and I was thrilled to get a few moments with him before his keynote speech at AdTech.
We talked about:
• How the customer service landscape has changed since Pete literally wrote the book on it,
• The impact of the consumer voice and the idea that “everything is a call centre”,
• Scaling intimacy, driving advocacy and handing control to the consumer,
• The six drivers of brand credibility,
• What you can learn about a good apology from breakfast cereal,
• “Constructive paranoia”,
• And how Pete keeps a big company like Nestlé innovative by BUILDING A STARTUP INSIDE IT.