PCC – You’re Doing [Social Media] Right!

November 19, 2008

I met @PCC (Ricardo), the official spokestweeter for PCC Natural Markets, the other day and came away inspired because I met someone who saw social media as a platform for engaging the community, where the community already exists. Ricardo uses a variety of social media tools to connect with the customers.

Ricardo likened Twitter to the phone – it’s a tool for reaching out to customers. PCC responds to both positive and negative comments, as these comments are opportunities to reach out and really understand the customer. A quick Twitter conversation check demonstrated engaged consumer interaction with the brand:

Successful Online Consumer Brand Engagement - PCC Natural Markets

Successful Online Consumer Brand Engagement - PCC Natural Markets

PCC has also found value via Facebook Fan Page, as it enables valuable two-way communication along several axes. First, it respects customers’ time because customers must pull the message, by becoming a fan and visiting the page. Thus, this mechanism is less intrusive. Second, updates must provide value, or enable customers to gain something. Random “Come shop at PCC!” messages don’t come from PCC (though I’m sure PCC would love to know if/that customers are saying that to their friends and family). Third, PCC recognizes that the Facebook Fan base is an opt-in system, and respects that. Period.

PCC Natural Market - Customer Feedback via Facebook Fan Page

PCC Natural Market - Customer Feedback via Facebook Fan Page

Ricardo and PCC get it – they get how to give their brand a personality for people to connect with.

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One Response to “PCC – You’re Doing [Social Media] Right!”


  1. […] PCC – You’re doing [Social Media] Right! explains PCC Natural Markets’ use of social media to build and maintain relationships with its customers and community. Thank you, PCC for sharing your stories and the success you’ve had leveraging Twitter and Facebook to participate in the local community, both in real life and digitally. […]


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