Antonio (aka skribe) has recently recovered from pleural empyema caused by pneumonia. He is a film-maker, digital media consultant and social media producer. skribe's clients have included CBS, Evian, P&G, Discovery Networks, Pernod Ricard and American Express. When he is not being a dad to his two boys he likes to pretend that he is a capable PC gamer.
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Some practical advice from Graham Clark on how to become and remain customer focused in your business. I am particular heartened by his point that customer unfocused businesses are placing too much emphasis on outputs rather than outcomes, something I touched upon with relation to the public relations industry.
I very much like the concept that excellent customer service needs to be system wide, not just point of contact, and that customer focused businesses are relationships based, not looking to slash costs in the name of efficiency. In all, some excellent food for thought.
What do you think? Is your organisation customer focused? How do you do it?
After determining that you need someone to handle your online presence (and you do), the next biggest issue you’re likely to face is how to find a social media manager that is right for your organisation. While it may be tempting to call the least busy Gen-Y member of your staff into your office to inform them that social media community management is now their responsibility it’s important that you establish a clear digital and social media strategy.
Social media marketing is more than just being a digital rockstar. It takes careful crafting by a trained professional. After all, you’d never let your intern handle your traditional marketing strategy, right? (*shiver*).
Here are few quick pointers on what to look for in order to find the best person to assist you establish and maintain a strong and consistent online presence. Read More
If you’re wondering why you were redirected during your visit to this site today, then the video above covers some of the important facts about the SOPA and PIPA legislation. These bills are clear and present dangers to not just to social media and the internet, but to all enterprise. There are very few businesses that do not have some sort of net presence, whether that be a web page, a social network account or an email address. These have become intricate business tools, but they are now under threat. A simple mistake, a malicious competitor or organised crime could all hijack these tools from your business’ control with a simple accusation and with little or no recourse. It has already happened.
Another example of a company that is out of step with many of their customer’s views regarding corporate responsibility. However the failure here is not just their CC&R misstep, but that they have fallen into the traditional crisis management methods: ignoring the problem and hoping that it will go away.
The Ostrich approach only results in in worsening the crisis, as Nestle found out in 2010. It’s disappointing to see a company that has received so many benefits from social media exposure, in the form of the most watched online video of 2011, now choosing to ignore it.
Here’s a really good overview about how using social media as part of your customer service programs can benefit other departments within your company. It’s not just a resource to deal with unhappy customers, but it is an avenue to receive insightful R&D feedback, hold focus groups and to track your competitor’s frailties. Social media has become an indispensable business tool.
