Recently, I have been witness to a very interesting conversation about whether it is appropriate to call out a company using social media when you are having trouble with their product or service. This tracks back to the conversation being centered around the following situation:
1) The employee is open about who they work for in their social profile
2) The company encourages employees to Tweet about its products and services
3) The organization that was called out is a regular on the speaking circuit about using social media in specific Twitter for customer care.
Luckily, the employee in question is a stellar worker and smart. The individual was professional and appropriate. They did not really flame the brand in question.
It brought me to think of two instances I had reached out for help or with a complaint on Twitter and was surprised someone was listening and solved my problem. For the first time on this blog, I am choosing to tell one of these stories and name names... because I think the brand deserves major brownie points.
Back story:
I love shoes. GOD, I love shoes. I come by it naturally. As a standard procedure, my car knows to stop on the way back from Boston at the DSW store off I-84. It just does it... you know like the horse stops at Cohen's in "The Quiet Man"? On the way back from e2.0 in Boston this summer, I was making an pilgrimage again and buying a couple of unnecessary and well given I wasn't working, not bright purchases. I had asked the clerk if they could honour the $10 loyalty coupon I had sitting at home with my Rewards points. The answer was she was terribly sorry but no. I took it at face value. Bought my additions to my ever growing collection, and drove along home.
Fast forward one week....
I am on the phone doing a telephone interview. Who calls? DSW with a random ROBO call about a sale. Sure, I am great target. I walk into the store with a glazed look on my face every time. However, this is some thing I hate. It interrupts my train of thought. I get email from them... I turn to Twitter with my frustration and...
Tweet the following:
Hello DSW .. I love you but Robo Calls Please Stop. They will make me seek out other stores and Zappos.com DSW. I would have been happier if you spent more $ on linking your membership system to know I had a $10 coupon last week & honoring it per robocall tweet , I work for DSW and would like to resolve. I'll need to get some info, so please DM. thanks
The end result was WONDERFUL. The person from DSW and I chatted about getting my name off the ROBO list and more importantly had a great conversation about their venture into social conversations. We talked about some vendors that might help them. I have to say how delighted I was with the response. Beyond this, a couple of weeks later I received a hand written note from a VP at DSW hoping we had solved the problem. As a result, this brand advocate, me, will always turn to them first when physically possible... another public beg to open a store in Danbury, CT! DSW is my guilty pleasure.
Beyond this... I turned back to my twitter audience with the following tweet:
Just had a gr8t call with DSW after my rant yesterday. Fixing my problem. As you know I love heels!
Showing posts with label twitter. Show all posts
Showing posts with label twitter. Show all posts
Wednesday, November 18, 2009
Tuesday, November 17, 2009
Sales Social Networking Success Stories
Beyond my own job search, I wanted to comment on a couple of recent successes I have had prospecting using social applications to drive business for my company and self. This is going to be a down and dirty quick list without a ton on detail since I am still prospecting the companies:
Twitter: Have scheduled appointments and spoken with two large household name companies after engaging the appropriate people via Twitter. These contacts were introduced to me only because I either had originally commented on the company (in a good way) or had done a search for people that had the company name in their bio.
Facebook: Because I am a fan of another company on Facebook, I realized they were having a bit of a social PR nightmare on a given day. Rather than reach out with a sales pitch, I sent the contact an "At-ta-Girl" email complimenting her grace under pressure and overall savvy with social marketing. This also resulted in establishing a terrific conversation.
LinkedIn: A colleague of mine noticed a request for help finding an expert agency and consulting with a new product he was managing... they needed specifically information on social strategy. Again, this has resulted in a great first step ... he immediately trusted our company having previously worked with about 3 people now at Neighborhood America.
Only one of these relationships existed prior to Twitter, Facebook, and Linked In. As we speak, I have updated my various statuses about career openings at my company. With in minutes (like under 10), I was notified by two former co workers about candidates and will be sending me resumes.
It works .. if you work it....
ps. I have lost 3 lbs to date...
Twitter: Have scheduled appointments and spoken with two large household name companies after engaging the appropriate people via Twitter. These contacts were introduced to me only because I either had originally commented on the company (in a good way) or had done a search for people that had the company name in their bio.
Facebook: Because I am a fan of another company on Facebook, I realized they were having a bit of a social PR nightmare on a given day. Rather than reach out with a sales pitch, I sent the contact an "At-ta-Girl" email complimenting her grace under pressure and overall savvy with social marketing. This also resulted in establishing a terrific conversation.
LinkedIn: A colleague of mine noticed a request for help finding an expert agency and consulting with a new product he was managing... they needed specifically information on social strategy. Again, this has resulted in a great first step ... he immediately trusted our company having previously worked with about 3 people now at Neighborhood America.
Only one of these relationships existed prior to Twitter, Facebook, and Linked In. As we speak, I have updated my various statuses about career openings at my company. With in minutes (like under 10), I was notified by two former co workers about candidates and will be sending me resumes.
It works .. if you work it....
ps. I have lost 3 lbs to date...
Monday, August 03, 2009
Are you really a Social Networking Expert?
Last week, my good friend and former co worker Derek Showerman, wrote a blog post about the amount of people out there claiming to be a Social Networking Expert or Guru. He said it made him feel “uncomfortable” I have to say when I first read the piece I was highly offended. This comes from having given him a #followfriday shout out the same day referring to him as a dreaded, “Social Networking Guru” I used Guru because it has less letters that expert. When I tweet #followfriday recommendations, I try give some context on why I think people should decide to follow them. After a couple of unsatisfactory DM's back and forth, we went old school actually spoke on the phone. We had a stellar conversation on why he feels the term is overused.
I agree with him in some respects. Those of us that have been in the community and social networking world since prior to the term Web 2.0 went mainstream are now inundated with people coming into the industry. Many think simply being on Twitter and Facebook qualify them to do a social networking strategy for a Fortune 1000 company. Think again! This is why I still affirm Derek is an experienced social networking professional and consultant. I have seen him in action with huge deployments. He gets it and is patient explaining how to proceed to ensure success. I am lucky to have him and many others like this I have worked in the industry. Perhaps, the social networking industry can learn from legal, real estate, and sales professionals:
➢ Corporate Attorney vs. Ambulance Chaser
➢ Real Estate Broker vs. Happy Housewife with a Real Estate License
➢ Consultative Sales Professional vs. Used Car Sales Dude
Beyond this, if you consider yourself a social guru, are you practicing what you preach? Actually networking! I have been very impressed with my own network reaching out to forward job postings and sending out recommendations for positions. If you are simply paying attention to your own brand are you really networking? Are you joining the conversation or simply sitting on the sidelines? How are you sharing your expertise with your friends that aren’t gurus with their job searches? When was the last time you forwarded a job posting to a friend in need? Social Networking is just that NETWORKING! It is sharing information to advance business or personal relationships. I am interested in hearing about your successes. Here are three of mine:
➢ Recruiter sent out an email blast on a job posting. I received it from the recruiter and from three different former colleagues.
➢ Found a company online that needs a Sales Manager. I checked LinkedIn and discovered the Hiring manager was a second degree connection. I asked for an introduction. The result was an offer for a phone interview.
➢ Have a recruiter (my former business partner with Randstad) trying to get my resume in front of a hiring manager. Another former colleague is doing some consulting work for them and also has provided a recommendation.
Okay, maybe only one of these used a Web 2.0 application. However, social networking is networking first and using web tools second. Regardless, if any of these cases result in offers, they have all helped to provide me a chance at three great opportunities. My mother told me a long time ago to be very careful of my business relationships and to treat people well as I progressed in my career. I have always been very proactive to help someone with a resume re-write, provide references, and pass along job openings as I heard of them. I completely believe that kindness showed is returned in spades. Thank you to everyone that has been supportive in my networking efforts. You continue to be a huge support. I will never forget how people in my network have been there for me.
Please comment and share your experiences:
I agree with him in some respects. Those of us that have been in the community and social networking world since prior to the term Web 2.0 went mainstream are now inundated with people coming into the industry. Many think simply being on Twitter and Facebook qualify them to do a social networking strategy for a Fortune 1000 company. Think again! This is why I still affirm Derek is an experienced social networking professional and consultant. I have seen him in action with huge deployments. He gets it and is patient explaining how to proceed to ensure success. I am lucky to have him and many others like this I have worked in the industry. Perhaps, the social networking industry can learn from legal, real estate, and sales professionals:
➢ Corporate Attorney vs. Ambulance Chaser
➢ Real Estate Broker vs. Happy Housewife with a Real Estate License
➢ Consultative Sales Professional vs. Used Car Sales Dude
Beyond this, if you consider yourself a social guru, are you practicing what you preach? Actually networking! I have been very impressed with my own network reaching out to forward job postings and sending out recommendations for positions. If you are simply paying attention to your own brand are you really networking? Are you joining the conversation or simply sitting on the sidelines? How are you sharing your expertise with your friends that aren’t gurus with their job searches? When was the last time you forwarded a job posting to a friend in need? Social Networking is just that NETWORKING! It is sharing information to advance business or personal relationships. I am interested in hearing about your successes. Here are three of mine:
➢ Recruiter sent out an email blast on a job posting. I received it from the recruiter and from three different former colleagues.
➢ Found a company online that needs a Sales Manager. I checked LinkedIn and discovered the Hiring manager was a second degree connection. I asked for an introduction. The result was an offer for a phone interview.
➢ Have a recruiter (my former business partner with Randstad) trying to get my resume in front of a hiring manager. Another former colleague is doing some consulting work for them and also has provided a recommendation.
Okay, maybe only one of these used a Web 2.0 application. However, social networking is networking first and using web tools second. Regardless, if any of these cases result in offers, they have all helped to provide me a chance at three great opportunities. My mother told me a long time ago to be very careful of my business relationships and to treat people well as I progressed in my career. I have always been very proactive to help someone with a resume re-write, provide references, and pass along job openings as I heard of them. I completely believe that kindness showed is returned in spades. Thank you to everyone that has been supportive in my networking efforts. You continue to be a huge support. I will never forget how people in my network have been there for me.
Please comment and share your experiences:
Sunday, July 12, 2009
Twitter and the TdF
@LeviLeipheimer Stg 9 finished, uneventful for the most part. Congrats to Fedrigo, they were strong! On our way to the airport now. Flying to Limoges 4 rest
My husband is an avid or maybe RABID road cyclist and racer. For the past ten years, I have been spending the month of July watching the Tour de France. The first couple of years it was half hour coverage on one of the sports channels. Now, it completely takes over the Versus Channel for the month. I have tried very hard not to check cycling news or to flip on the TV at lunch to check out coverage.
Some years I have done better than others. This year, it is almost impossible to not know what is going to happen. I have mastered the TV thing. We DVR the live coverage with Phil & Paul that airs in the morning to watch at night. I have even discovered that if we turn the flat screen we can see it through the window on the deck to be able to enjoy the July weather, dinner, and the coverage.
I am failing with knowing the actual cyclists reporting the results on Twitter. I follow most of the leading cyclists. As I have said before, they get social media. However, I flicked into Twitter this morning while doing research for my interview tomorrow. I was looking up the company, person I am speaking with, and others. There was the tweet above from Levi. Arrgghh!
I am frustrated with myself for looking. Would I trade having the professional cycling community from being so active in social media? Heck NO! I think it is wonderful. No one can provide coverage than the cyclists themselves. They add a good measure of photos, blogs, and video blogs to their tweets. Beyond this, the cyclists are responding the twittersphere on posts that are completely off base. This weekend Lance Armstrong responded to a tweet suggesting there was a conspiracy between Nike CEO, the Astana Director de Sportif Johan Bruyneel to snub Alberto Contador for Lance. The Texan responded,
@BigMiggy Don't think so, mig. @johanbruyneel has the utmost integrity. He's the TEAM director not MY director. (about 23 hours ago from UberTwitter in reply to BigMiggy)
I am also impressed how LiveStrong has been able to capitalize on the tool as well. People are adding the yellow wrist band to their photos. It is getting the word out. I have even dug out my Livestrong band from my jewelry box.
Twitter in reality has given a new dimension to this year's tour. I continue to be impressed with how the cyclists are branding themselves, their teams, and the charities they support. Okay.. now time to get that walk in today with Fiona. She is antsy to get going....
Link to the Lance's video blog on www.Livestrong.com http://tinyurl.com/nmcn9o
My husband is an avid or maybe RABID road cyclist and racer. For the past ten years, I have been spending the month of July watching the Tour de France. The first couple of years it was half hour coverage on one of the sports channels. Now, it completely takes over the Versus Channel for the month. I have tried very hard not to check cycling news or to flip on the TV at lunch to check out coverage.
Some years I have done better than others. This year, it is almost impossible to not know what is going to happen. I have mastered the TV thing. We DVR the live coverage with Phil & Paul that airs in the morning to watch at night. I have even discovered that if we turn the flat screen we can see it through the window on the deck to be able to enjoy the July weather, dinner, and the coverage.
I am failing with knowing the actual cyclists reporting the results on Twitter. I follow most of the leading cyclists. As I have said before, they get social media. However, I flicked into Twitter this morning while doing research for my interview tomorrow. I was looking up the company, person I am speaking with, and others. There was the tweet above from Levi. Arrgghh!
I am frustrated with myself for looking. Would I trade having the professional cycling community from being so active in social media? Heck NO! I think it is wonderful. No one can provide coverage than the cyclists themselves. They add a good measure of photos, blogs, and video blogs to their tweets. Beyond this, the cyclists are responding the twittersphere on posts that are completely off base. This weekend Lance Armstrong responded to a tweet suggesting there was a conspiracy between Nike CEO, the Astana Director de Sportif Johan Bruyneel to snub Alberto Contador for Lance. The Texan responded,
@BigMiggy Don't think so, mig. @johanbruyneel has the utmost integrity. He's the TEAM director not MY director. (about 23 hours ago from UberTwitter in reply to BigMiggy)
I am also impressed how LiveStrong has been able to capitalize on the tool as well. People are adding the yellow wrist band to their photos. It is getting the word out. I have even dug out my Livestrong band from my jewelry box.
Twitter in reality has given a new dimension to this year's tour. I continue to be impressed with how the cyclists are branding themselves, their teams, and the charities they support. Okay.. now time to get that walk in today with Fiona. She is antsy to get going....
Link to the Lance's video blog on www.Livestrong.com http://tinyurl.com/nmcn9o
Monday, May 04, 2009
Why Oprah is bored with Twitter....
After reading the following article/blog (http://tinyurl.com/cbrad6 )regarding Oprah's ho hum experience with Twitter, I check out her stream and who she follows. Oprah is only following 11 people. That is why she is bored. Twitter is something of an acquired taste for many... think of.. many people join and lurk. They follow their co workers, friends, and sports/celebrities. Reading how others are tweeting, Re-Tweeting, and @replying helps to develop an understanding of how to leverage the technology. I can understand why she has fallen off. There was a miscommunication on the purpose of Twitter. It is an exchange of information. If you have 6 figures of followers but only choose to get information from 11, how can you be listening. She has a mouth piece every day at 4PM EST. This is an opportunity for her to listen to a huge audience. Oprah doesn't have to follow everyone. However, choosing two people a day based on their past tweets and profile might be very interesting. Choose two people looking for work and highlight them for example.
How do I use Twitter?
1) I stay in touch with mostly colleagues and friends as they go about their day.
2) It has replaced my Google home page and RSS feeds for all things in my area of focus, social networking, cycling news, and even job postings and recipes.
3) Personalize business relationships making them stronger.
Just my little old opinion. You get out of it what you put into it. If you value your network, it will value you. Oh, I am not one of her vast number of followers... The celebrities I follow are more focused on my specific interests surrounding pro cycling and politics. ... That doesn't say I won't in the future. .. just didn't jump on the bandwagon yet. She needs to provide some value to me at this point. Some of my favorites are Lance Armstrong and Megan McCain. They mix their personal lives into the professional message. They also use it for causes like cancer research and generating some youth into the GOP. She just hasn't found her voice yet... my advice .. DM @lancearmstrong for a lesson.
Interesting in following me? @pbrannigan
How do I use Twitter?
1) I stay in touch with mostly colleagues and friends as they go about their day.
2) It has replaced my Google home page and RSS feeds for all things in my area of focus, social networking, cycling news, and even job postings and recipes.
3) Personalize business relationships making them stronger.
Just my little old opinion. You get out of it what you put into it. If you value your network, it will value you. Oh, I am not one of her vast number of followers... The celebrities I follow are more focused on my specific interests surrounding pro cycling and politics. ... That doesn't say I won't in the future. .. just didn't jump on the bandwagon yet. She needs to provide some value to me at this point. Some of my favorites are Lance Armstrong and Megan McCain. They mix their personal lives into the professional message. They also use it for causes like cancer research and generating some youth into the GOP. She just hasn't found her voice yet... my advice .. DM @lancearmstrong for a lesson.
Interesting in following me? @pbrannigan
Monday, July 28, 2008
I think the kool-aid has finally settled into my DNA
When do you realize an adoption of a new way to communicate? How do you know when it is pervasive in your life? I had such an Epiphany last night at the dinner table. We had planned a family dinner party by connecting with each other on Facebook. Yes, I did have to have one conversation with a family member that is not "LinkedIn" with "Facebook". However, this device and communication tool has allowed me to establish a faster and easier relationship with a new member of our family than I would have ever with the phone. Because of the following:
1) Our schedules are completely different.
2) There is about 14 years difference in age. (She is younger)
3) It makes sense to be able to put one thing out into the universe and keep everyone updated.
I just now have to get her to Twitter and I will be golden! The non kool family members at the table were a bit shocked at how we organized the get together without speaking and without email. I looked at their 3.5 year old boys and said... time to figure it out or you are going to be so far behind the times when they reach whatever is the future of the MySpace generation.
It also dawned on me how people are able to stay engaged more with remote friends and family with social networking. Have a sister in California or neighbors in Georgia? It is easy not to have to find the time for a conversation if you can update them on your life through a feed on Facebook, Twitter or an old fashion blog post.
Start counting the times people mention connecting with others via the social networking tools like a blog entry, FaceBook or MySpace page or tweat. I bet even you Barney Rubbler's will be amazed and prompted to look at joining the party!
1) Our schedules are completely different.
2) There is about 14 years difference in age. (She is younger)
3) It makes sense to be able to put one thing out into the universe and keep everyone updated.
I just now have to get her to Twitter and I will be golden! The non kool family members at the table were a bit shocked at how we organized the get together without speaking and without email. I looked at their 3.5 year old boys and said... time to figure it out or you are going to be so far behind the times when they reach whatever is the future of the MySpace generation.
It also dawned on me how people are able to stay engaged more with remote friends and family with social networking. Have a sister in California or neighbors in Georgia? It is easy not to have to find the time for a conversation if you can update them on your life through a feed on Facebook, Twitter or an old fashion blog post.
Start counting the times people mention connecting with others via the social networking tools like a blog entry, FaceBook or MySpace page or tweat. I bet even you Barney Rubbler's will be amazed and prompted to look at joining the party!
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