Tag Archives: shopping

Customer Engagement – Wegmans Style

Some of you might know Gretchen, my better, smarter and seemingly more socially influential half. Recently, she was spurred by her love of the Wegmans grocery store chain to organize the #wegupma event – essentially a rented van full of friends and family that arrived and reveled in the grand opening of the Northborough, MA Wegmans store.

She wrote a blog post about her experience at the grand opening and also included in that post a little sadness. During our trip to Wegmans (the grand opening was also attended by 24,994 other rabid fans), she forgot to purchase plastic wrap and paper towels.

Well, Wegmans is on the social media ball. They tweeted at us all day, followed and retweeted our photos of the grand opening. Engaged with us about our experiences. And when they saw that Gretchen forgot her paper towels and plastic wrap, they called her.

Actually, Kevin Russell, store manager at the new Wegmans called her. He left a message saying that he felt sorry that our Wegmans experience was incomplete and was sending a delivery to our house in Hingham. Seriously. TO OUR HOUSE, 47 miles away. Here’s the video of what we found on the porch when we got home today…

So, if you run a company that might be having some trouble understanding the right and wrong ways to engage using social media, I urge you to take a lesson from the Wegmans team. They spend time paying attention to what people are sharing about them on the Web (active listening), and they actually think about what matters to people – being heard and being valued.

If you don’t think this type of activity pays off, ask yourself if your business could benefit from 25,000 people coming to your next grand opening.

Posted in Column, Main, social media | Tagged , , , , , , , , | 10 Comments

A wave of innovation

The word innovation is overrated. People make it sound like everything they do – from grilling a sandwich to backing into a spot – is a result of innovation. Perhaps they’re right in some respects, but doing stuff in a … —yes, there’s more—

Posted in Column, social media | Tagged , , , , , , , , | Leave a comment

Forms of discrimination

Discrimination, per se, is the act of not giving a person, item, event or group (or more) respect. It can take the form of outright disdain and snubbing to the more subtle act of exclusion. We have laws in place … —yes, there’s more—

Posted in Column, For Sale | Tagged , , , , , | Leave a comment

Hot water and other thoughts.

Too many columns begin with a recap of the day’s temperature, location in the calendar or relative light or darkness. Not mine. Not today. Today I’m all about confessions. It’s the new, open and transparent Jeff Cutler. Join me as … —yes, there’s more—

Posted in Column, For Sale, Main | Tagged , , , , , , , | 1 Comment

Time for tea? 10AM and 3PM of course.

When I was chugging along famously in my previous career as a writer for hire at businesses all over America, I steadfastly kept a tea schedule. At 10AM (unless there were meetings) and at 3PM I’d stroll to the hot-water … —yes, there’s more—

Posted in Column, For Sale, Main | Tagged , , , , , , , , , , , | 1 Comment

Feeding yourself, NRA-style

How hard would it be to hunt for your food instead of running down to the supermarket to buy it. Or better still, logging onto PeaPod to order a delivery. Or super-better, having someone cook it for you – like … —yes, there’s more—

Posted in Column, For Sale, Main, Sabbatical | Tagged , , , , , , , | Leave a comment

Conservation Commentary – Buying Used Stuff

The big attraction with buying used products is that you might save some money and get a device, vehicle or gadget that’s in great shape. We’re all attracted to the lure of a deal, but what kinds of things are … —yes, there’s more—

Posted in Column, Main, Sabbatical | Tagged , , , , , , , , , , , , , | Leave a comment