"We are all in this humans race together and it's our job to make sure we all cross the finish line as one."
Friday, December 17, 2010
Let It Be: The Beatles Take on Customer Service in Social Media
LET IT BE is one of my favorite songs from the entire Beatles catalog. The melody is flawless and inspiring. The lyrics are timeless and encouraging. It was also one of the final tracks that the group had COME TOGETHER on (with HELP from guest Billy Preston on organ) before THE END.
When I do my customer service seminars I always include some Beatle reference. I use the Fab Four as an example of great team work or just being that unique force that sets them apart from all others.
Being their authentic self EIGHT DAYS A WEEK.
As I finished teaching a recent class geared at CSR’s or what I call front line marketing teams, I wondered how I could apply the same tactics to companies trying to gain an online presence. It all came around to LET IT BE again. It was all right there on my iShuffle and the words fit perfectly:
L – LISTEN E – ENGAGE T – TEACH
I – INVOLVE T – TRY
B- BELIEVE E- EVOLVE
Listen: Listen to the customer. If they are taking the time to reach out to you whether it’s via, email, Twitter, smoke signals, Facebook or blog, listen. They could be saying something that in the end could better your brand and make it more successful! I always feel better when I get by WITH A LITTLE HELP FROM MY FRIENDS. Look at the consumer as your friend and not an imposition.
Engage: Now you have heard what the people are saying it’s time to start talking back! Keeping the consumer engaged is where so many brands fail. By being a voice that they can hear, you are building relationships that make them your greatest advertising and marketing tool. Keep the dialogue going with them. Don’t leave them to TWIST & SHOUT in the wind.
Teach: Use the social media conduits you have to educate the consumer. Don’t just use them to boast about yourself or your brand. By becoming a reliable source of information through your brand you show the online community that you care and are on top of the latest trends. ALL YOU NEED IS LOVE and passion in what you say and everyone will want to listen.
Involve: Involve your consumer by having open Twitter chats about food if you’re a restaurant, or blog contests. Do Trivia on Twitter based on your latest blog entry to drive up your viewership and link the two. Lead them on a MAGICAL MYSTERY TOUR!
Try: Don’t be afraid to reach outside of your comfort zone. Some things work better than others but you will never know until you try. Don’t be a NOWHERE MAN on A HARD DAYS NIGHT. Be the REVOLUTION!
Believe: You must believe in your product. If you don’t, then the passion will not come through in anything you do. Consumers can smell that from a mile away. Have faith in what you’re producing and the people will too. Don’t get caught thinking of your product all HELTER SKELTER and saying I SHOULD HAVE KNOWN BETTER.
Evolve: The times are changing quickly in the media game and if you don’t stay on top of what is happening, then you will be left behind and be like YESTERDAY’s news. Always find out what is on the horizon and try it to see if it works for your brand. Twitter and Facebook are still big. It’s not too late to get involved. Something like Four Square may not work for you, but then again, it doesn’t seem to be working for many.
So, The Beatles have inspired not just music and redefining generations but Social Media business tactics as well! OK, maybe not completely but as a I move along the evolution of my customer service seminars I have no doubt I will need to come up with an entire lecture series based on The Beatles and Business Social Media Practices. I’ll start working on that while the rest of you start working on Letting It Be with your businesses.
P.S- Anyone know where I can get a Sgt. Pepper’s Lonely Hearts Club Band style jacket for the projected lecture series? Or I could do it Beatlemania style and do wardrobe changes to reflect the stages of The Beatles!
Hmmmm…Guess I’ll wait for words of wisdom and LET IT BE.