Posts Tagged ‘business’

Social media and customer service

Saturday, May 29th, 2010

A consultant contacted me today asking for guidance.  He is preparing a presentation on customer service and wondered if I would share some ideas on how social media supports customer service.

As a warm-up exercise, I’m sharing a few thoughts with the New Media Photographer community.  Feel free to add your ideas in the comments.

I believe the best customer service begins with great communication.  So, the question is, how can social media improve communication between a company and its customers?

Unfortunately, most companies don’t have the resources to staff a customer service center 24 hours a day.  This is where social media plays an important role. It can support customers around the clock at little or no cost.

What makes social media social is the ability to respond to the content creator.  This communication develops an extended community that supports customers.  Providing platforms, such as a forum where customers can ask and answer questions, is an excellent customer service resource.

Videos uploaded to YouTube are a good start when thinking about customer service. The best customer service videos respond to common questions, such as a DIY installation, product use or repairs.  Service companies should offer videos explaining what to expect when hiring their company

A wedding photographer, for example, could create a video explaining her workflow and what to expect before, during and after the wedding.

I’m amazed at the number of businesses that think customers intuitively know how to best use a product or service.  The more information a customer is armed with, the more satisfied he will be. This is assuming the company follows through with its end of the bargain.

Monitoring the social conversation is extremely valuable to a company.  The information provided by the public, if acted upon, can lead to improving products and customer service.

News travels fast in the social media. If a problem starts to develop, a solution or response can be made before the issue gains traction.

Phone conversations take time. A quick tweet can direct a customer to a solution.  Blogs and Facebook pages are excellent resources for customers to keep up on the latest company information.

Social media is a form of communication.  Quality communication through the social web will serve the customer as well as the company.

Wave: Where are the apps?

Saturday, May 22nd, 2010

Last May I wrote about Wave, an exciting new application from Google.

Wave is a real-time collaboration tool. I was very excited about the platform because I had spent months on the road telling people the future of business would be collaboration. My predictions came to fruition with the advent of Wave.

On my last night in New York at last October’s Photo Plus Expo I received my prized  and long-awaited invite to test Wave.  It didn’t take long to recognize the platform’s value and potential for opportunity. Unfortunately,  the system was sluggish.

Once a public or private Wave took off,  people eventually stopped participating. It took too long to load. Users found it difficult to add content.  Success was punished.

Another inconvenience was being automatically added to a Wave after you opened it. Imagine landing on a Web site contact page and being automatically added to its e-mail list.

Last week Google opened up Wave to the world.  Many of the functionality issues have been addressed. It seems to operate at a higher speed so that I now can view my Waves with ease.

In the last six months I have used Wave as a personal Internet note pad for my podcasts and blog posts.  I’ve attempted to use it for collaboration on a few projects, but e-mail and Dropbox.com quickly replaced Wave.  The traditional notification systems were better than Wave’s program and people seemed to forget about the original Wave. Earlier in the year Google addressed this issue by adding e-mail notification to the system.

Unfortunately, a year after Wave’s introduction the wonderful time-saving, futuristic and life-changing applications or extensions promised are still nowhere to be found.

As cool as the iPhone is, it would not have the same appeal and success if it didn’t have all the amazing applications available.

A year later, Wave is still technology without a practical or revolutionary use. When I open the extensions gallery on Wave, I find approximately 60 extensions.  About half of them are the original extensions for which I could find little use in the last six months.  There are extensions and gadgets available outside the gallery, but finding and installing them is not an easy task.

However, Google made the right call on migrating some of its wonderful real-time technology to Google Docs.  As I’ve said since Wave’s introduction: It’s not Google Wave, it’s the technology that is important.

If Wave is to become a player, it  needs more applications. We don’t need more weather maps, board games or lists.  We need real-time business and collaboration  tools that amaze us and make us better communicators and business people.

Rosh

P.S. If you have discovered an extension for Wave worthy of sharing, please list it in the comments.

I hope you like it

Thursday, May 20th, 2010

Facebook rolled out their new like buttons a few weeks ago.  I think it’s a good idea to jump on the bandwagon.

The success of the tweet meme button for Twitter may be upstaged by the like button on Facebook to drive traffic and earn new subscribers.  Since Facebook and Twitter account for a large portion of the social media activity online,  I’ve decided to remove Sociable, the popular WordPress plug-in.

Sociable places the social media icons of your choice at the end of each post, encouraging readers to share and enjoy posts.  I don’t think readers use them very much. I also think they clutter my page. I do know people share my blog posts on Twitter daily using the tweet button.  I hope even more readers will “like” my humble blog and podcast and share it with their friends on Facebook.

Speaking of Facebook, I think the popular social media platform could find a new competitor if it continues its cocky attitude toward user privacy. Facebook has more than 400 million users. Facebook is a great source of referrals and traffic – it can’t be ignored.

I created a like button for my site as a whole, but plug-ins are available to create like buttons for each individual post.  I may add this option soon.

What do you think?

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Business books for smarties

Tuesday, May 18th, 2010

I was in a bookstore looking for a new read when two enthusiastic young women caught my attention.

They were looking at  books on starting your own business. While this is important information, I  believe too many people begin their research with the “Business for Dummies” mentality. They look for basic start-up advice, such as developing a business plan. Knowing the basics is important, but knowing how to go beyond the basics in the early stages is also important. Questions to ask in the beginning are:

  • Why are you starting a business?
  • Why would someone buy your product?
  • Why would someone recommend your service?

To get the young women started, I scanned the titles and pulled from the shelf Seth Godin’s “Purple Cow.” This book is a must-read in the early stages of starting a new business.

If you are considering starting your own business, look for the books that will help you understand how to create a higher-level business and marketing foundation before you begin to build a traditional business.

Other great books I’d recommend are “Made to Stick” by Chip Heath and Dan Heath, “Blue Ocean Strategy” W. Chan Kim and Renée Mauborgne, “The Tipping Point”by Malcolm Gladwell, and any book by Seth Godin. All of these titles are essential to creating a successful business.

Remember, the question is not how do you set up a business? The question is why will it succeed?

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Your personal gold mine

Thursday, May 13th, 2010

You have a wonderful personal resource within your social media archive.  Look inside to find a gold mine of information you can use to earn more clients.

Your blog posts, tweets and Facebook status updates are your ideas and personality.  They are your online biography. Just because information is shared once doesn’t mean it cannot be reused, repurposed or reinvented to share with a new audience.

Look through your tweets from the last couple months. I’m sure there is information that can be used to develop a new blog post. Consider a link you retweeted. Take the opporutnity to offer new commentary on an old idea.  Maybe you shared some midnight words of wisdom with your tweeple.  Take advantage of your genius and expand it.

Old blog posts are often neglected.  Give them new life by linking them to a tweet.  Most likely you have new followers who don’t know about past gems.  It’s OK to review old topics.  If you have not discussed something in more than six months, maybe it is time to present the information from a different angle or update the article with new information.

If you are looking for inspiration for any of your social media outlets, use your past wisdom for fresh ideas.  Reading through old posts helps me rediscover topics that I wished I was able to expand on at the time.

Use your best work to create larger works.  New podcasts and videos should be created out of your most popluar posts.  Photographers: create an ebook out of a collection of images or develop a white paper out of a series of posts.

Look for themes or trends based on your writing.  If you think the topic is strong, take the opportunity to shop your idea to publishers. You never know what could happen.

Rosh

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