Customers Rock!

A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!

Social Media Live!

Posted by Becky Carroll on March 4, 2008

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The more I talk about and use social media, the more I have been stressing a few key points.

  • Social media is one tool in the toolbox for interacting with customers.  It will work well if customers are willing to engage in that medium!
  • Social media is a great tool to help create and strengthen relationships.
  • It is all about the people.

In my recent talk on Social Media and Customer Loyalty for the Direct Marketing Association, I used the case study of the Washington Humane Society.  Tara de Nicolas is their director of marketing, primary author of their blog, and director of their social media strategy – which includes FacebookMySpace, flickr, and YouTube, for the moment.  (For more info on their blog, see Geoff Livingston’s post where he interviewed Tara - thanks for the info, Geoff!)  Tara and her team use their social media channels to connect with potential adopters, families that have already adopted, and donors.  Quite a community has developed, with the photos of the WHS staff being one of the areas that are most widely viewed.  As Tara told me in my interview with her, it is all about connecting with the people and putting a face on the Society.  Way to go, Tara and team!

Blogging is also about connecting with others, mostly online.  Recently, I have had the opportunity to connect live with two wonderful blogging friends: Doug Hanna of ServiceUntitled and Toby Bloomberg of Diva Marketing Blog: see the photos at the top of the blog post!

As much fun as it is to send emails and connect via blogs, there is nothing like a good ole fashioned face-to-face meeting to strengthen relationships.  Doug and I had the opportunity to connect in San Francisco for the Customer Service is the New Marketing conference, put on by Get Satisfaction, where we both gave workshops.  Toby and I met up for dinner when she came to San Diego to give a workshop for the American Marketing Association.  Both meet-ups were great fun, and I could see the blog personalities in the person, very clearly.  Toby even sent me a nice thank-you note afterwards, with a small toss of her trademark pink boa.  Thanks, Toby!!

A whole group of marketing and PR bloggers is getting together next month in New York City for a Blogger Social, put on by CK and Drew McLellan – wish I could be there!  Steve Woodruff is even profiling all the bloggers who are attending to help them get to know each other better.  You guys all rock!

Social media is indeed about building relationships and making existing bonds stronger.  It is a great way to get to know customers, as well as to make your organization seem more personal and authentic.  Use it as part of your marketing strategy, but be sure to complement it with the old-fashioned way of building relationships – face time – where you can.

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2 Responses to “Social Media Live!”

  1. Douglas said

    It was greeting meeting you as well, Becky! It is a lot of fun to put a face to an email address or to a blog. I know I had a good time and learned a lot in San Francisco and was glad that you made it out there as well. :)

  2. Toby said

    Becky – Spending time with you was a highlight of my trip to foggy San Diego. As RichardatDell recently said to me – “Love online offline.” Thinking about making that one into a bummer sticker. Seriously, the friendships that we build online are as real and meaningful as those in the non digital world. So wish you were coming to NYC .. but I know our paths will cross offline and in the meantime, social media will keep us connected.

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