Category Customer Service

When Brands Fail At Social

You’re in the Customer Service office of a major brand. Next to you is an elaborate phone system that allows you to send, receive and manage hundreds, even thousands of call a day. That phone rings, you answer it, right? I mean, isn’t that the point of the phone? Sure, you may be putting out calls all day, but, surely when that phone rings, you answer it.

Think of Social Media as that phone. If somebody calls you (ie. Tweets, Messages, etc.) you need to make sure that someone, anyone, is there to answer it. Otherwise, you defeat the purpose of SOCIAL Media.

Sadly, this is still a very common fail with brands, both big and small...

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Yeah. Don’t Do That.

One of the most common reasons I hear, from business owners that are hesitant about getting into Social Media, is that they are afraid of it. Not afraid of the technology or their lack of understanding of it, but afraid of what it could potentially do to their business. This is fairly understandable, considering that you will find hundreds of articles on tech and industry blogs, about success using Social Media, but the traditional media only reports when something bad happens. When you see just how bad things can go, it is easy to understand why some would say “No, thanks”.

Poor planning, lack of preparation or policy, lax security, poor staffing choices or any number of other reasons can lead to a Social Media train wreck...

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What is “Social Media Success”?

I recently had a debate with one of my peers in the world of Social Media, whom I respect a great deal, about what is considered a “success” when using Social Media in business.

He runs a very successful Social Media agency in the US, as well as running a very successful online application that aids users in content curation within their Social Media environments (an application that I use, myself). In his world, it is all about managing his clients Social Media presence. Strategy, content marketing, etc., is their bread and butter and they do it very well. They work with their clients for as long as the client is willing to pay for the services.

I, on the other hand, am a Social Media coach...

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London Drugs Does It Right

How often do you see a sale made via Social Media? How often do see great customer service via Social Media? How often do you see BOTH, for the same transaction? Probably not as often as the first two, which is why I was so impressed with my recent experience with London Drugs.

So, here is the scenario. I am looking for a new back-up drive and decide that it might be time to add yet another piece of Apple tech to my network. I start looking for a good price on a 2Tb Apple Time Capsule and stumble across a great deal at London Drugs. Being the Social Media geek that I am, I tweet out “@LDCampbellriver $199 for an Apple Time Capsule!?! I am SOOO getting one! #campbellriver”. Now, there is a method to my madness...

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