Larry @ Plain Lazy on Social Media, Brand Ownership and Customer Service
I wanted to share this video with you. Larry Jarrett-Kerr is Head of Multi-Tasking (and much else besides) at new C&M client Plain Lazy. He’s a very enlightened chap …as is his company (for a start, he didn’t complain when we went and did this). One of the things he’s been keen to do in the past 12 months is hand over much of the maintenance of his brand and his customer service to his customers.
In the video below Larry talks about why… including his views on who really owns the Plain Lazy brand; good ways of encouraging and channeling feedback (and reacting to it); the tools that he’s using to capture all this stuff and how he’s making good use of it.
Plain Lazy uses Plebble to manage many aspects of its customer relations. It’s a neat online tool that enables customers and site users to praise, flag issues, raise questions and interact with the Plain Lazy team – in a very quick and transparent way.
We’re a big fan of these types of services (check Get Satisfaction for another great example). Above and beyond being people-powered, the key to their value lies in fact that they are people-owned. This means that whatever you find on them, it’s usually independent and unfiltered ….and anybody with a browser can use them to share information, tips and queries about any brand they please.
We’re looking at how we can help Plain Lazy embed some of this type of intelligence in its marketing (you can also check them out on Twitter via @PlnLzy)… It’s super-powerful stuff. Instant feedback, indelible opinions, and a whole bunch of influential discussions that you will never own. The point is that, just like in the real world, this style of customer interaction will happen regardless of you. The question is when are you going to join in…. and how?
Footnote: the fact that they’ve outsourced their support to their customers isn’t because they’re Plain Lazy… it’s because they’re smart! 
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