All posts in Customer Community

You Can’t Control Customer Behavior Online

American Genius published an article, “Corner Bakery Cafe forbids photography inside their restaurants, ‘it’s policy.’” It is another cautionary tale about bad decisions with regard to customer engagement and misguided social media policy. The Corner Bakery Cafe forbids photography inside their restaurants. As author Marti Trewe says in the article, and I agree,“Unfortunate and misguided.”

MARKETING REACH

It  has never been easier to spread your reputation and garner attention, especially for a business like a restaurant. In fact, social communication is partly responsible for the meteoric rise of the gourmet food truck sector from 2011 until now. There are tons of success stories, especially in the restaurant industry, of getting referral and repeat customers as a result of shared stuff online. After all the heart and soul of “social media,” is user-generated content.

BUSINESS DOESN’T CHOOSE

Your business is online and in social channels. Whether you choose to actively participate in the conversation or not is your choice. Never expect to control the conversation. Any attempt to dictate customer behavior can be damaging to your brand.

If our company were to do an analysis of Corner Bakery Cafe then trying to prevent customers from sharing anything online would be a significant weakness. Chain stores of this size (170+ locations in at least 17 states) are beyond this phase of maturity. Many are now figuring out how to train and engage their employees to safely take part in social channels. If you’re still considering public engagement then you are behind competitively in most markets.

IDEAS TO SHARE

  1. You should not attempt to control customer behavior (because…see #2 below)
  1. You cannot control customer behavior
  1. We are in the age of the empowered customer. You must find a way to weave the experience you create into the customer’s journey.
  1. Digital interaction is part of our lives now. We share information in the moment. You can choose whether or not you embrace it personally. However, as a business, organization, team or nation, your choice SHOULD BE dictated by your audience.

Note: Corner Bakery Cafe has an active presence online with popular, carefully managed profiles on most public platforms.

Top

Saving Customer Service Costs [Infographic]

Today’s socially enabled web is changing customer service and support. In fact, it is the very thing that has so many in Public Relations and Marketing scratching their heads. Service and support are the result of a medium (social media and social networking technology) that is bidirectional. Customers are not just in control of the message, they are expecting you to listen and act upon what you hear. (more…)

Top

5 Reasons Not to Miss A Webcast Featuring Jason Falls

Act now button to register for Jason Falls webcast brought to you by C7groupHave you heard Jason speak or seen him online?  Social Media Marketing is talked about a lot – not often with this kind of value, fun or authentic, candid style.  Lets just say he’s our kind of guy, but we’re a biased bunch and have no shame when it comes to kissing up to our favorite Forbes Magazines’ Top 50 Power Influencers in Social Media.

Our apologies to respected friends and thought leaders we love who also made the list like, Scott Monty, Amber Naslund, Pam MooreLori Ruff, Jeff BullasSteve Farnsworth and Ann Handley*

Register for tomorrow’s webcast, February 7, 2012 10 a.m. PST, featuring Jason Falls, founder of socialmediaexplorer.com and author, No Bullshit Social Media. 
Five reasons that you need to be on Jason’s Falls’ webcast, Moving the Needle: Using Social Media to Advance Your Business,” tomorrow:

1. You will learn how to move from “conversation,” to “conversion.”

2. You will learn how to protect your reputation.

3. You will learn how to build community. 

4. You will learn how to enhance your brand and build awareness.

5. It’s free and will be way more fun and educational than whatever you had planned.

 

Register for this webcast now or get some more information here.

*More kissing up

Top

Why We Love Slow Donnie (David Cross) on “Just Shoot Me”

Work should be fun.  That means a lot of things  – like caring about your work, being more engaged and being more productive. You can accomplish some of this by working on things you love and enjoy (making work less work?). You can accomplish it by communicating in less frustrating ways and making it easier to find information that matters. You can also accomplish it by laughing more and not taking everything so seriously.

My great friend Jim Pelley travels around the globe as a keynote speaker and expert on laughter in the workplace. He talks about using humor to embrace risk, manage change, provide better customer service and more.  You can do great work and be productive without feeling like you want the day to be over so you can move on to something more fun.

So today, if you’re stressed and feeling the pressure of deadlines and commitments. Just say, “Chicken pot, chicken pot, chicken pot pie!”

Have a laugh today and everyday!

 

Share something that makes you laugh at work!  Do you have permission for work to be fun?  Please share your experience with us!

Top

Seven Reasons to Move to a Social Business Model – Before Your Competition Does

To tweet or not to tweet? That seems to be the question facing countless businesses today, and it’s a question that is becoming a dilemma for many executives. They’re faced with a tough decision: is it better to suffer the “slings and arrows” of the social space, in spite of the risks? Or are their stakeholders better served if they “take up arms against a sea” of talking heads and social media gurus who insist that they must join the conversation or die?

Here are seven reasons many brands are choosing to take their chances and pursue a social business model.

1. It’s where the people are.

Facebook has 700 million active users. Twitter has 175 million, LinkedIn 100 million and the new kid on the block, Google+, topped 20 million account registrations in less than 20 days since its July 6th launch. And it’s not just kids: Facebook’s second largest user demographic are females aged 35-54.

The numbers are clear: more and more people (i.e. consumers) are turning to social networks for entertainment, education, and interaction. Many are even using social platforms to request assistance with customer service issues, and forward-thinking businesses are there to answer their calls for help.

2. Your customers want to talk to you.

Social business goes well beyond using social platforms like Facebook and Twitter to broadcast marketing messages. A recent Gartner study concluded that, by 2016, 15% of all businesses will have deployed a “social layer”, a place where deeper, more meaningful conversations with customers can take place than in the rapid-fire, short-form interactions of the social platforms.

With the right listening tools in place, businesses can tune in to what’s being said about and to them. Paying attention to those signals can rapidly turn potentially volatile customer service issues into PR victories; neglecting them can lead to seriously bad press.

3. Like it or not, you’re already there.

If you think that you’re going to avoid the risk of bad PR in the social space by simply refusing to participate, think again. Your customers, whether fans or detractors, are already talking about you online. While you can’t control the conversation, doesn’t it at least make sense to chime in and influence it?

4. Everything can be measured.

Hands down, one of the most appealing things about the Internet, especially to marketing folks, is the fact that everything can be measured. And while marketing departments around the world are using these metrics to calculate ROI on their campaigns, other departments can take advantage of this ability to measure, as well.

For example, those responsible for risk management in an organization can use social listening tools to monitor the conversations that employees have online (like they do with email now) to make sure that everyone is following the rules. With the right tools in place, this process can be almost entirely automated, giving risk managers a much needed sigh of relief.

5. You can keep potential customers engaged, even over a long sales cycle.

For businesses with sales cycles that are measured in multiple years, the only choice until now has been to “check-in” with customers periodically to keep them engaged. The social Internet, though, has created an entirely new method for keeping in touch and engaged.

When you can connect with prospective clients in the social space, you’ll have the opportunity to get to know them on a deeper level; that kind of relationship can make the difference between getting the deal at the end of the cycle or watching it go to a competitor who played a better game.

6. Community is more that just a buzzword; it’s the future of business.

Communities have always popped up around products and brands, from the car enthusiast clubs of the early 20th century to the bulletin boards and newsgroups of the early days of the Internet. As the world becomes more and more connected, businesses need to be able to identify where those online communities are and what they’re talking about. They also need to engage the leaders of those communities, making them an integral piece of their effort to stay connected with their customers.

As brand and product communities become more and more prevalent, the companies who create a space for those communities to thrive will be the winners in their industries.

7. It’s not a fad.

Make no mistake: the world is becoming more social, not less. When someone tells you that social business is just the latest fad to overtake the business community, remind yourself that radio, TV, the cell phone and email all had their detractors, too. As companies like Facebook and Twitter have demonstrated, people want to be heard; that includes your customers. Ignore them at your peril. Chances are pretty good that your competition won’t.

_____________________________________________________________________

Sources:
Top

Jive What Matters [Video]

With the release of the latest Jive 5 social business platform, Jive have made it faster and easier for end users to learn what’s happening around their community and find information and resources that matter most.

This is definitely one of the major selling points of the new Jive 5 platform. Reducing the amount of noise and not leaving end users with information overload or that “did I leave the gas on?” feeling that you are missing out on important information about your job.

The Activity stream of What Matters is where you can stay apprised and engaged in activity happening in our community. For example, it will track activity related to content you are following, people you are following as well as places you are following.

Jive 5 allows users to find your most important updates, intelligently filtered, based on rich social information. You can personalize your stream even more by hiding things you don’t want to see.

(more…)

Top
Page 1 of 1

Lets talk about sales! Call 916-538-3767

Content backlog? We can help.