Customers Rock!

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

Posts Tagged ‘Toby Bloomberg’

Social Media Live!

Posted by Becky Carroll on March 4, 2008

dsc_0326-medium.jpgbloggers-medium.jpg 

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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Posted in Blogging, social media | Tagged: , , , , , , , | 3 Comments »

How do I Love Thee?

Posted by Becky Carroll on February 14, 2008

hearts-and-hands.jpg Let me count the ways…

Love is in the air today as it is Valentine’s Day in the USA.  Here at Customers Rock!, we think about the ways we let our customers know we care about and appreciate them.  Some of us are not very good at that (or so you have told me), and we need reminders to make it happen.  Consider this your reminder – go out and let your best customers know you appreciate them and their business!

Of course, this act of recognition should be part of your larger customer strategy – you know, the one which outlines how you want to strengthen your customer relationships.  If you are a little short on ideas, go check out today’s post by Toby Bloomberg at Diva Marketing Blog.  Toby has enlisted many of her friends (me included – thanks, Toby!) to share how they build relationships with vendors/clients.  Some common threads seem to be the following:

  • Communicate openly, honestly, and frequently
  • Seek out the needs of the other person – then listen closely and take action!
  • Look for the win-win at all times
  • Build a personal relationship where possible
  • Be willing to give more than you receive; don’t always look for something in return
  • Shut up and listen!
  • Exceed expectations

I would add one more to the list – follow up with customers/clients at times when you aren’t trying to sell anything… like today.

Now go do it!

(Photo credit: Drx)

Posted in Customer loyalty, Customer strategy | Tagged: , , , | 5 Comments »