I am a customer service nazi. I admit it. I admire those who deliver great service and I take great offense with those who don’t.
I like nothing more than acknowledging great customer service, and I have been known to make job offers on the spot to those who have given me great service because they are the type of person I want working for my company.
I almost always take the time to tell companies when their service falls short. I choose to believe they simply aren’t aware that their people need more training. I know its difficult to monitor everyone who delivers service, and in their shoes, I’d want to know if service isn’t what it should be. Read the rest of this entry »
I’ve worked really really hard on my latest project – a crowd-sourced survey of Twitter users. I’ve sweated over it and worked it and edited it and it’s ready to go. My plan is to use Twitter to get Twitter users to join in and share their insights about themselves. Then in the true spirit of social networking, I’ll share the results.
The survey is done, and I find myself unable to push the GO button because I am afraid. There, I said it. I AM AFRAID.
I am afraid that nobody will complete the survey
I am afraid that nobody will retweet my posts
I am afraid that I’ll annoy my followers if I talk about it
I am afraid that my voice is so very tiny that nobody will even hear it, and that will hurt
One of my biggest pet peeves is what I call “blah blah blah marketing copy. Here’s an example:
“XYZ provides the ideal combination of advanced technology and expertise to information providers. Our solutions and services lower costs, streamline operations, create efficiencies and generate new revenue for our customers. Our mission is to unlock the true potential of your market and partner with you in growth.”
Logically I know I was reading a description of what XZY company does, emotionally all I heard was “Blah Blah Blah”. I had no idea what this company did, none! Be honest, you’ve done it too right? Read something and had absolutely no idea what the product was or why you might benefit from buying it. You’re probably like most of us, who don’t admit this for fear of looking dumb or uninformed. Read the rest of this entry »
On May 19th when I tried to access Twitter from my new laptop I realized that I had forgotten my password. Luckily I was able to use my old computer where I was still logged on. I realized then that requesting a new password meant having it sent by email, and in my case it was going to an email address that had been canceled. So, as I was still logged on to Twitter, I decided to change my email address – and discovered that you need your password to change your email address! I was stuck in the proverbial loop. A request (ok, make that 7 requests) to Twitter support asking them to send my new password to my new email address went answered. I was eventually able to re-opened my closed email account and retrieve my new twitter password but it really got me wondering if Twitter is ready for business to use as an integral part of their marketing mix.
Twitter attracts all types and with so many just putting a toe into the twitterverse, I thought I’d summarize the twitter types you’re likely to run into. Have patience when you are deciding who to follow – the right people are out there, and think about what you want to be known as when you start tweeting yourself.
The Aggregator – They scan, skim and read more quickly than most human beings. Passionate about their particular interest area, they want others to share their interest and happily tweet links to interesting articles. Strangely they don’t retweet as much as you’d think, perhaps because they feel their value comes from the effort they put in to find the articles in the first place – I bet they can all tell you how many tweets they’ve made in the past week.
What’s great about them? They can be like your own personal clipping service, reading through the dross and finding the juicy interesting articles for you. A good one is invaluable.
When Aggregators go bad… they figure out how to use the “tweet this” button on bogs and news sites and suddenly the frequency of their tweets increases to a feverish pitch. They begin to think they can only win if they tweet more than anyone else and they start tweeting more and more obscure articles.
The other day I was irritated by the lack of response to an email I had sent a few days before to my 15 year old son. That night at dinner, I asked him why he hadn’t responded. His answer? “Mom, it’s not like I check email every day you know!”. That statement stopped me in my tracks. While I am a user of blogs, facebook, twitter, and text, I am also of a generation who couldn’t survive without email. I check it many times each day and couldn’t imagine going for long without it.
Curious, I asked him how best to reach him when I was at work and he was at home. His answers, in order of preference were:
- Text me (I always have my phone with me)
- IM me (it’s the first thing I do when I get home from school and it works when I am playing video games on TV too)
- Facebook me (yes Facebook is also a verb)
- Phone me (but not on my cell phone cause it costs me money)
Right now, electronic lead capture at events and experiential marketing programs is all the rage and rightly so for a bunch of reasons but it always seemed like such a waste to restrict data capture to only contact information.
It’s easy to extend lead capture to bring something special, that extra value, that can make the difference between a good event and a great event. Using technology-based interactions with event visitors, you can get so much more with little additional effort or cost.
Here are the top 6 reasons you should invest in electronic data capture systems for your next event: Read the rest of this entry »