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Social Media and 21st Century Customer Service (case study with 6 key learnings)

A few weeks ago, I downloaded a Monopoly game from a company called GameHouse. My son was itching to play the computer version with us on our family night (mostly because I move too slow).

Downloading was a success, but I had problems finding the activation code for the software, so I went in search of a company contact.
I jumped on GameHouse’s website, and my first instinct was to look for a phone number to call its customer service department. If you read part 1 of my “You Lost Me There” series a few months back, you know that I’m an adamant believer in having your contact info prominently displayed on your website. Another one of my pet peeves is the ubiquitous page with the contact form. Or, more importantly, how long it takes to get a response from said form.

To me it’s simple: Make it easy Continue reading Social Media and 21st Century Customer Service (case study with 6 key learnings)

December 10th, 2009 | Tags: , , , , , , | Category: 21st Century Customer Service, Consumer Engagement, Social Media | 3 comments

2009 word of the year,

For those of you naysayers who believe that social media is a fad, a toy, or something that cannot drive business robustness, engagement and ROI, I have one word for you…

“Unfriend”

As of this week,  unfriend is the word of the year for 2009. What’s my take? Social media is changing our lives, the way we communicate (social media took over the top spot from email communications by the way), and the way we shop (customers now find us via social channels).

So what are your thoughts? Discuss…

November 21st, 2009 | Tags: , , , | Category: Blogging, Social Media | Leave a comment

Brands and the social media conversation - New statistics

Being a brand today means JOINING the conversation about their products, NOT STARTING THE CONVERSATION.  This 2 minute video tells the story.  Your feedback is always welcome.

November 25th, 2009 | Category: Uncategorized | Leave a comment

Customer service now! (the convergence of social media and customer service 3 short case studies good and bad)

In my last column, I cautioned readers about social media and the negative effect it can have on online reputation management. Here’s a quick recap: The key to a positive reputation is to look at every possible customer and prospect touchpoint and make sure it’s buttoned up tight. Every interaction, every touchpoint needs to be quality-driven, otherwise your brand is going to take a social media beating.

There’s just too much prime opportunity online — e.g.,  Facebook, Twitter, YouTube, blogs, etc. — for brands to get dinged when they screw up. In the few weeks I’ve been back from vacation, I’ve been thinking about this as I go about my day-to-day dealings with companies.

Twice in the last few weeks Continue reading Customer service now! (the convergence of social media and customer service 3 short case studies good and bad)

November 25th, 2009 | Tags: , , , , , , | Category: Consumer Engagement, Social Media, Uncategorized | One comment

Happy Thanksgiving from Start Social Now

All of us at Start Social Now wish you a happy and healthy Thanksgiving. And may all your black friday and cyber monday plans exceed your expectations!

November 25th, 2009 | Tags: , , , , , , | Category: Blogging, Direct Marketing, Social Media | Leave a comment

Bands and Brands: How the United breaks Guitars video defines a new paradigm for 21st century customer service.

With more than 6.2 million people having already watched it, Dave Carroll’s “United Breaks Guitars” video has become an internet social media phenomenon. I first saw the video posted on Facebook by a friend.  Just as important is the fact that there were almost 37,000 comments to the video on Youtube (more about that later in this post)

For the last year I’ve been saying — screaming actually — that companies better have their acts together, otherwise they’re sitting ducks in this new age of customer centricity. If your customer service, products and brand image aren’t all buttoned up, you risk getting skewered on the internet, i.e., the people’s media.

The video I’m referring to is really amazing to see. Here’s the story behind it: Continue reading Opinion: How the United breaks Guitars video defines a new paradigm for 21st century customer service.

November 20th, 2009 | Tags: , , , , , , | Category: Consumer Engagement, Social Media, Viral Video | Leave a comment

Social Media rules of engagement to live by

Over in the linkedin group I manage, (Direct Marketing Questions & Answers), we’ve been having a discussion on the zig vs. zag nature of direct marketing and social media.

In essence, the theory is this: with everybody zigging towards social media these days, does that leave a giant hole (translation: opportunity) for traditional direct marketing to be used to engage customers and prospects?    It’s been a spirited discussion so far.   Continue reading Social Media rules of engagement to live by

November 13th, 2009 | Tags: , , , , | Category: Uncategorized | 2 comments

Welcome to 2009 - the year of engagement and social media

Editors note: I wrote this last January.  It still holds very true now and is “suggested reading” for anyone considering or already in the social media space.

As I mentioned in my most recent column — a recap of the National Center for Database Marketing conference last month — it’s not good enough to merely serve your customers anymore. You must cement them emotionally to your brand, your products and your customer service.

With social media strongly in play (whether you like it or not), you don’t get to choose what’s said about your brand. Control of your brand image has been passed, torch-style, from the marketing department to your customers. Continue reading Welcome to 2009 – the year of engagement and social media (an early recap)

November 13th, 2009 | Tags: , , , , | Category: Blogging | Leave a comment

Four quick tips for networking success on Linkedin

These days, I’m always networking. I’m on Facebook, and have just started to play around with Twitter and other less known networking sites like Plaxo and Biznik.

But by far, the best networking tool to use in my opinion is LinkedIn. Most LinkedIn users already know how to link to other people in and out of their networks, but… Continue reading Four quick tips for networking success on Linkedin

November 13th, 2009 | Tags: , , , , | Category: Linkedin | Leave a comment

Why you always must be networking and Linkedin is key!

My dad was a C.P.A. who worked for the same accounting firm for 35 years. He had a typical career path: He started at a low-level manager position, worked hard and eventually became partner.

These days, that’s anything but typical. The average employee stays at a company about two to three years. Climbing the corporate ladder is now acceptably done by frequently switching jobs.

In essence, there’s no loyalty anymore between employees and their companies — and vice versa — which is a shame. Business continuity, team spirit and other vital relationship ingredients that can provide a positive effect on businesses are all but lost. But businesses are better served by nurturing long-term employees.

Building Your Personal Rolodex

The goal of business today is about adding new and influential contacts daily to your sphere of influence — i.e., building your networking Rolodex.  In fact. it is just as important to in todays business environment to ABN (always be networking) as it it to do your job to the best of your ability.

The current economy, with its impersonal, almost random, premature “because we can!” layoffs, and the need for business networking becomes more evident daily.

Which is why business networking Web sites, especially LinkedIn, are becoming the way of the future. LinkedIn is an amazing tool, and if you’re not currently a user, I suggest you join (it’s free). Right now, you can probably find 70 percent of the businesspeople you know using it. Presently Linkedin has over 51 million members for you to connect with.

Where to Start (Even if You’re Already a User) Continue reading Why you always must be networking and Linkedin is key!

November 13th, 2009 | Tags: , , , | Category: Linkedin, Uncategorized | Leave a comment
 
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