Innspiration

"We are all in this humans race together and it's our job to make sure we all cross the finish line as one."

Showing posts with label twitter. Show all posts
Showing posts with label twitter. Show all posts

Thursday, December 15, 2011

Friends, Humans, Social Media Folks Lend Me Your Ears: The Payoff

Friends, Humans, Social Media folks…Lend me your ears…For let me tell thee about the true payoff of this thing we call Social Media!

Last week myself and others started a ball rolling on Twitter to aid a small but powerful radio station in Campbell River Canada where 99.7 FM The River’s morning DJ, Dave Reynolds spearheaded a food drive for their local food bank. A great local cause right? Everyone gets together to drop of food in a truck he’s residing in until all the food donated forces him out. Fun neighborly idea, right? He also wanted to get 700 turkeys donated to give to families that need a Christmas dinner. Wonderful thing for a small community, yes?

Now, take the word community, drop the word “local” and just run with “community”. You see, Dave had a bunch of friends on Twitter that believed in his cause. We asked, “What do we do for Dave and his radio station’s noble cause?” So we started Tweeting about it. We attached phone numbers to it. We added names of people to speak to at the local supermarket that had discounted turkeys for this event. The Save On Food store added people to the phone to keep up with calls coming in from across the globe. Next thing you know the truck overflows, the turkeys are accumulating and they need another truck…then another…And then the food bank donation start rolling in…

One Million Dollars later.
One thousand turkeys later.
One million eyes on Twitter later.
One idea, one dream later and 11 days later enough food was gathered to provide and feed 9,000 families!

The meaning of giving, the meaning of the holidays and the meaning of what it IS to be human came through that thing we call social media. The “social” in that definition earned its meaning.

One more note on the power of the medium. I was sitting at my desk just now and a card is dropped of from the mail person. Excited to see who would have thought to send me a REAL Christmas card rather than an email blasted to everyone in their mailbox thrilled me. So, thank you Steve Curtin!

When I opened it my pulse increased. It was unexpected and real and authentic! It was from a friend I made on Twitter and had the pleasure of sharing conversation with and he was nice enough to send me a card. Not a Tweet. Not a Facebook “poke”. A card in his own handwriting.

Sometimes something we look at as a generally cold and really impersonal way of communicating can surprise you. But it’s what we make of it. It’s how we use it. It’s sometimes how we can stay human.

Be real.
Be authentic.
Create and redefine the world around you and the human race will make it safely over the finish line with a little help from each other.

And So It Goes and Happy Holidays!



                            

Tuesday, March 29, 2011

Of Superman and Authentic Customer Service on Twitter

The staple of the superhero mythology is, there’s the superhero and there is the alter ego. Batman in reality is Bruce Wayne, Green Lantern is Hal Jordan, Spider-Man is really Peter Parker. When that character wakes up every morning, he’s Peter Parker. He has to put on a costume to become Spider-Man.

And it is in that attribute that Superman stands alone. Superman didn’t become Superman. Superman was born Superman (Kal-El to the true geeks reading this). When Superman wakes up in the morning, has his coffee and showers he’s still Superman. His alter ego, his costume, is Clark Kent.

If you are one of the many companies that is dipping your toe into the Social Media stream to see if it’s something you want to utilize as a customer service outlet then listen closely true believers; If you do take this heroic path make sure you build a Justice League style support team! Whoever your voice is, especially if you utilize Twitter, make sure they are a Superman at customer service. What do I mean by SUPERMAN? Funny you should ask:

Simply
Using
Personal
Engagement
Really
Makes
A
Negative Into a Positive!

By having someone at the helm of your guest relations social media who is authentic and doesn’t don a “costume” to fulfill a role, makes the greatest difference in the world! People can smell a scripted person who is just going through the motions and “sounding” polite while on the other end they are reading the horoscopes and eyeing the clock.

Especially on Twitter! If you are making the effort and investment to use Twitter as a customer service outlet to achieve real-time results,  then you have to make sure that person has a “voice” that is going to be engaging, authentic and personable.  If you are going to go through all this trouble to build a customer response presence in social media then make sure you are dedicating real heroes to upholding your companies truth, justice and philosophies way.

Ted Coine just wrote a great piece on his “21st century Leaders” blog about automated messages and what an impersonal thing they are in a world called “SOCIAL” media. The same, if not more importantly, must be said of, real-time customer service social media engagement.  If you hit them with a “you matter to us” auto response message when they Tweet your business, guess what? They will RT (re-tweet) what a villainous maneuver you just pulled and the Breck Effect takes place. They tell two friends, and so on, and so on… 

As I tell my customer service trainees/trainers for phone and online support at seminars, you MUST smile as you would if you were face to face with the guest. Believe me; they can “hear” it! A smile is not just a facial expression; it’s a tone of voice.

How your representatives “sound” can quell an irate customer just by “snake charming” them with their voice. Calm, friendly and sympathetic to the dilemma at hand saves the company time fixing an issue that could have been handled by the right and or well trained hero.

Now where is my cape? Anyone seen my cape? How about my boots? They’re red…Anyone?
How about my tights?

Check out these great posts on Social Media!
Don’t SPAM Me Bro!” by Ted Coine