I get asked this every so often by colleagues, business partners and now more often clients who are faced with the need to talk about social media with their clients. Many or most of them are not very “social” in this sense of the word and are unsure of where to begin. Think about it, if you want to sell cars, you need to have sat in one, if you are into baseball you need to have seen a game. Social media is not different. So, before you begin talking social to customer, partners or competitors you might want to try these out and familiarize yourself with the places, the tools and the functions. These are all free but will take some time getting through the setup phase and begin using them.
SoMe meetup IRL, Stockholm 2011
This is a different subject from my usual customer experience or corporate service offerings. I wanted to write about an event which I had been hoping to make happen for quite some time now; a tweetup with some social media friends. Yes, I had a blind date with some Tweeps tonight.
I have been cultivating a number of twitter relationships for about 15 months now, these are people, men and women from a number of continents and a variety of ages as well. The subjects will range from my interests in customer services to social media and at times general banter as well. I even have had a longer relationship with a guy who tortures me regularly every winter and has me almost tattooing IWBMATTKYT on my forehead. But that is for another story.
Do you need a song to get attention?
I just read Doug Shaw’s latest entry on his blog about another experience of poor service and the song he was motivated to write. Now it won’t win any awards anytime soon I hope but it will get some attention. It did mine.
Is this the new way of getting companies to pay attention? Do we all need to be a songwriter or know one so that when bad service is experienced we are prepared? There are many examples of this on the web, Dave Carrol’s United Breaks Guitars got a lot of press at the time and has almost 10Mil YouTube hits to date.
>Is posting a song on YouTube the new comment box?
Does this effect companies is one part of this but why can’t they just get it right? Do they really just not care and figure the customer will come back anyway?
Praxisleitfaden Social Media im Kundenservice
I was recently interviewed by MIND Business Consultants, an organization here in Germany collecting best practices and solutions all around providing customer service via social channels. This report has been published and as one of the experts contributing to this I wanted to share this here as well. The document is in German but if you have any questions please contact me either here in comments or via the usual social channels. You can download this report at the link below. This will take you to my SlideShare location.
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