Tag Archives: Twitter

Got a customer service problem? Social media can help

30 Sep

It’s interesting to think that in today’s day and age one of the main methods for dealing with problems comes from a technology that didn’t even exist 15 years ago. Twitter, Facebook, blogs, and email have become the go-to places when one has a problem. Whether its a personal or professional issue, the internet is full of ways to help us deal with them.

For me personally, my social networks have become a second life of sorts. An online version of me without the 3D effects. And with that version comes the ability to get things done that I ordinarily wouldn’t have time for, wouldn’t know how to address or wouldn’t care to fix. But social media helps the world interact so much more efficiently that anything is possible.

Take Twitter and Facebook for example: there are a ton of companies on Twitter now and more people are joining each day. Facebook recently hit 500 million users and if it were a country, would be the fourth largest in the world. So now that I know where the people are, its a safe bet that many companies will have a presence there too. Go where the customers are – you don’t want people to be conversing about you, and not have any input when the option is there. That’s just bad business. Not to say that you should do it just to do it – that line of thinking doesn’t work whether we’re talking about business or life. You should engage because there’s a need – a need to connect with the world and have a conversation.

Earlier this month, I had 3 different interactions with 3 separate companies. The first one was with Sears. I bought a black grill cover earlier this summer and now its grey, bordering on white. Since I bought a black one, I was not happy that it was no longer this color. So I hopped online, found their account on Twitter and tweeted my disappointment. I wasn’t mean, out of turn or anything like that, just a simple not happy message. At the very least it made me feel better, and I figured at the very best, I’d get a coupon or something. One thing to note – I did make sure the Sears account was active before I engaged. Who wants to tweets to a dead account? So I tweeted, they responded, and we started a conversation – then the unthinkable happened – it moved offline. Sears customer service actually called me (on the phone!), and I talked to a REAL person. I was super impressed. The lady was extremely helpful, very nice and at the end of our talk sent me a gift card for the price of the cover. Just like that. It arrived a week later, and then Sears called me and tweeted at me to make sure everything was ok. Great customer service.

The second and third interactions were with Tiny Prints and Shutterfly. I had bought things from each of them previously so every once in a while I’m offered discounts and coupons. I hadn’t purchased anything from Tiny Prints since before Baby R, and the email I got was enticing me to stay in touch and I’d get a $25 coupon code. I signed up for the newsletter but no code came. I signed up again, and no code. So I tweeted at Tiny Prints about my experience, and a day or so later I had the $25 sitting in my Tiny Prints account. Perfect. I wanted to order Baby R some stationary but was holding off because it was rather pricey. Now with my code, she’s got her stationary, I saved some money, and Tiny Prints still has a loyal (and happy!) customer.

Lastly, Shutterfly makes great photo albums that you can design yourself (or have them do it) and then they print and ship to you. Unfortuantely it was taking FOREVER to load some pictures to their site, and I missed a free book deal by a few hours. Again, I took to Twitter, tweeted about it, and the next day ordered my free book because they extended the promo for a few more days.

Now I’m not saying every company works this way or engages their customers using social media. Some just tweet deals, press releases or offer tips without interacting with others. But the ones that do interact, and do work with their customers are doing so very effectively. Social media can work to help connect customers with businesses, and it doesn’t always have to be asking for something. Tiny Prints frequently retweets positive messages, Shutterfly responds to Facebook posts, and Petunia Pickle Bottom regularly chats with fans on their Facebook page.

Using social media to interact with customers is a smart, simple and economical way to strengthen relationships. It’s also a great way to make a customer feel good, and want to patronize a business next time they’re in the market for said product. And you know what, I’ve told my stories to a lot of people recently, and nothing is more valuable than friendly referrals.

Job hunting is the new black

29 Jun

Today’s job market is a challenge – perhaps more so now than any other time in recent memory. Old rules still apply, news ones are being made, and frankly, social media has changed the game – at least in the world of communications. 7 years ago when I graduated college – or is it 8– yikes – social media was in its infancy. AOL Instant Messenger was one of the hottest things on the planet, Blackberries were for powerbrokers, and Wi-Fi access was considered the golden egg. If you had Wi-Fi you were living large. 

In those past 8 years, I’ve been lucky enough (cursed?) to dive into the job market 3 times. Twice willingly, once not so willingly. One thing that has changed more than anything else is the process. The questions, the etiquette, attire, actions, etc. are the same but how I went looking for a job changed dramatically. In 2003 most of my applications were emailed, but some were printed out on –gasp – paper and either mailed or faxed – I know, I sound like I fart dust talking like this. But it’s true.

Last time around however, everything was different. There wasn’t one time where I mailed or faxed my resume to a company. But there were multiple tweets, an online CV, LinkedIn, emails and a strategy I had to find not only a job, but a job I loved. I did my research, found the companies/industries I liked and got into a rhythm. One thing that really helped me narrow down where I wanted to be was The Conversation Prism

Brian Solis & Jess3 created The Conversation Prism to graphically represent all that social media has to offer. Each “petal” defines tools to be used for a specific goal. I used the petals to ID the branches of social media that best fit my overall goal – finding a job. Below are the petals I focused on:

• Blog Platforms
• Social Networks
• Micromedia
• Twitter Ecosystems

Obviously, not all petals/websites are created equal – certain areas carry more weight with employers or industries than others. Most websites specialize in one aspect of social media – blogs can be an informative way to stay in touch with job trends, Twitter can provide real time employment opportunities, and still others allow you to network with peers.

I also used LinkedIn, VisualCV.com, and Twitter (I followed NMS for example!) to support my search efforts – I was looking for a job, and these sites helped promote ME to the world.

The more I used social media, the more social media used me – I had a blog, a Twitter feed, my resume on VisualCV and I reached out to my network on LinkedIn. By creating profiles on each of these sites, I knew exactly who I was connected to, and, more importantly, who they were connected with.

Note, that while I obviously went by my real name in my job search, I’ve branded myself as “sassing me”. Having a husband in the security business does make one think twice about safety, hence I created my brand around “sassing me” – a little play on words since I can sometimes (always?) be sassy, as well as a quote from a favorite movie of mine, The American President. So think of yourself as a “brand” and keep all of your profiles, usernames, and handles consistent. If you are not comfortable using your real name (like me) create an identity specific to you and use it as your brand.

Get into the habit of engaging your social media tactics every day. It was so much easier for me to set goals in my search because I knew what was happening with every tactic I used. Many of the sites I mentioned above have an RSS feeder that allows you to aggregate materials in one spot – much easier than searching 25 websites each day. This was my secret weapon for keeping all the research I was doing in one place, and making sure I remembered where I had been looking. Looking for a job can be like hunting for a needle in a haystack, and every little trick helps.

Finally, because social media is so versatile, it can easily be construed as informal. Your job search, however, is anything but informal. Make smart decisions about when to follow up. Joshua Wachs at internet strategy firm Echo Ditto believes this is five business days. Any sooner and I may have seemed desperate (a big no no – would you date a desperate person? Probably not, so why hire a desperate person) and any later I might have seemed lazy or uninterested – a very big no no. Follow up with a phone call and chase it with an email or vice versa. Be formal, polite, and above all make sure the employer knows you are serious about the position.

Good luck, and happy hunting!

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