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@Your Service » 2013 » February

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NSA Leaks: The Big Data Two Step for Businesses This post originally appeared on LinkedIn as part of their influencer program on June 10, 2013.  To see the original post click here. I expect we will be seeing a lot of dancing over the next few...

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Coming to an Agency Near You! This post originally appeared on LinkedIn as part of their influencer program on September 23, 2013.  To see the original post click here. I am often pondering what is next in the world in which we...

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Customer Service Week: Here's Your Call Center This post originally appeared on LinkedIn as part of their influencer program on October 7, 2013.  To see the original post click here. As we begin Customer Service Week I want to thank all those...

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Defining the Customer Experience Role This post originally appeared on LinkedIn as part of their influencer program on October 2, 2013.  To see the original post click here. Customer experience is a term growing in popularity within businesses...

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Apple's #Fail When Dealing with @MarthaStewart This post originally appeared on LinkedIn as part of their influencer program on September 30, 2013.  To see the original post click here. It feels like it was the Tweet heard around the world: "I...

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Are We, Social Media Professionals, Destroying Social Media?

Posted on : 27-02-2013 | By : Frank Eliason | In : Brands, Marketing, Social Media

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This post originally appeared on Social Media Today on February 27, 2013.  Click here to see the original post.

If you are hanging out at Social Media Today, you most likely have a vested interest in social media, often in a paid capacity working for brands or advising them in some sort of agency situation. Maybe you just are striving to learn more and build a career path involving social media. I hope this post can help challenge some beliefs or others may challenge mine, but either way it should be fun and a learning experience for everyone.

We are often advising brands to develop their content strategy and they ‘must’ do these things such as engage and be part of social media or they will be destroyed (or something similar). We have all drank the Kool Aid at times, but I have to wonder if our efforts are the ones destroying social media. I know you think social media will be around forever and will change the world. In many ways I do believe it will do both, but maybe not as we know it today. I have been watching trends that indicate less and less engagement by the masses in our typical social hang outs, such as Facebook and Twitter. Now there are many reasons for this, and not always indicative of efforts by brands. Often it is more an aspect to how Facebook shares content, or strives to have users pay to spread their message but it does not dimish the realities in our little world.

During the Super Bowl, Oreo did an amazing job with creating a real-time marketing message involving the outage at the stadium (you can read about it here). So that brings us to the Oscars.  In preparation for the real-time marketing efforts many people participated in a discussion using the hastag #OscarsRTM.  I watched this conversation as well as followed the Oscars by following #Oscars and Oscars in my Twitter search. By doing this I had the opportunity to see many interesting attempts by brands to be a part of the conversation. If you want a good recap of better attempts, check out this post on Hubspot.  But let’s face facts, none of these brand messages resonated with the audience like the Oreo spot a few week earlier.  Many of them felt like they were trying to just be the cool kid, like Oreo at the Superbowl.  Even Oreo felt that way to me.

Now the reason I love Twitter, it offers the best opportunity to meet new people and engage in conversations on topics of interest. To me it is all about the ability to search.  This is the way I have used Twitter since my first tweet in April, 2008 as @ComcastCares. We have all used it this way at one time or another.  How did you feel when you were at the conference and they displayed the tweat stream and trolls started messaging the hashtag?  What about when that happens during your Twitter chat? I have seen that happen during the #CustServ chats.

The reality is brands are becoming the trolls, or spammers (at least in the way they do it today), which over time will hurt these social networks causing people to find alternative places to track and participate in conversations. This is nothing new, since the same thing happened to email marketing. At first it was cool, but then when too many brands started bombarding us with messages we sought ways to simply block them out.

In my view we have to do our part to ensure success of these social networks, including helping the networks create the right user experience. I know our product leaders want to see their product front in center of social media, but if we chase people away, what good is it being front and center?

As social media leaders we have to help our brands better understand what it is like to be a member of a community and how to add to it as opposed to detracting from it.  This is often a fine line, and difficult to decipher. As an example Oreo during the Super Bowl was unique and unexpected, but during the Oscars they were one of many doing similar content. At best the Oscars content was just noise, but I bet some felt they were being spammed.

I for one love to be able to use Twitter search to add value in my life, just like my Facebook stream is best when filled with my family and friends talking about what is important in their life. Anything that interferes with that hurts my experience as a user. I think the best brands will find ways to encourage others to talk about their brand as opposed to pushing some message that does not resonate with me. The key is making your product and experience do the talking for you and help facilitate your Customers to spread that message. Changes have to be made! What would you encourage brands to do differently?

Driving Listening to Be Part of Your Organizational DNA

Posted on : 05-02-2013 | By : Frank Eliason | In : Business, Marketing, Social Media, Technology

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This post originally appeared on LinkedIn as part of their influencer program on February 5, 2013.  To see the original post click here.

Beth Comstock, CMO for GE had a great post regarding listening that inspired this follow up. When you are finished reviewing this, I urge you to read her post as well. I have never had the privilege to meet Beth, but her reputation as a leader is well respected. In fact when I was with Comcast I was approached by a GE headhunter about a social role with them. I was very interested in the opportunity to work with Beth, but within days of the first phone call,Comcastand GE announced the partnership for NBC Universal. I did not think it would be appropriate to further our talks. I have paid close attention to GE ever since; Beth and her team have been doing outstanding work leading GE.

Listening has been a favorite topic of mine throughout my career. It is something we all want to say we do well, yet often we struggle with actually doing it. I am sure my wife has accused me of not listening once or twice! Businesses like to send messages to their Customers stating they listen, yet I have seen little evidence that they do. Today we see surveys galore from virtually every larger business we deal with. I used to fill these surveys out religiously providing very direct positive and negative feedback. Have I ever heard back? Have I seen changes based on the feedback? The trouble with the way many companies approach these surveys is they look at overall numbers, with very little attention to the verbatims. If my feedback is so important, why wouldn’t you listen or acknowledge what I had to say?

Social media is a great example of how businesses struggle to listen. As I have studied companies social media efforts, I have seen many companies who like to say they listen but little evidence with how the company operates. This is very evident when you watch many companies who perform social media Customer Service. How often are they addressing identical problems over and over again. This lack of action sends the same message to me as not responding to survey comments. Of course Customer Service has been built on that same issue for years, so I am not sure why I would expect it to change.

Years ago (way more than I would like to admit) I was interviewing for my first management role in the financial services industry. The manager asked me what I thought the most important attribute of a leader was. I did not hesitate and said “listening.” In my view a leader will never have all the knowledge they need to make decisions. The key is listening to those in the know, including employees, business leaders, Customers, regulators and so many others. In my view information is power, but not in the way many people look at that statement. I do not need to hold all the information, but I do need to listen to all the information I have around me.

My background in business is within Customer operations. I have found that the best people in the service operations are also the best listeners. The reason this occurs is they deal with upset Customers every day and sometimes call after call. They are not listening to the cursing or yelling, but instead they go deeper to understand the reason for the frustration and strive to find a solution within their own toolbox. These skills are so relevant throughout the organization. The struggle for ops is they have not been able to get the right leaders in the organization to hear what the Customer is saying. The service employees, just like the Customers, struggle to be heard.

Leaders are often proud of their own accomplishments and they should be. I do wonder if this sometimes impedes their ability to listen. Could some leaders view listening as a sign of weakness? Possibly, but I think the reality is more that they think they are listening when in reality the proof points within the organization same differently. Of course there are many exceptions to this. For one, entrepreneurs have always been among the best listeners. They hear more than words and are then able to translate this into opportunity. We need to bring this same entrepreneurial spirit to all layers of business.

As I look across the various parts of the organization, I have found marketing and communication departments do an amazing job at telling the story of their successes. Since I now sit in marketing, I am often amazed at how well they tell the story of their piece of the business. This of course is probably because of the strengths that marketers bring to the table in telling the story of the brand. I think it is time we better connect these departments. Imagine marketing’s art of storytelling connected to the art of listening from the Customer operations department? Now that would be a powerful, game changing, combination. This would be a way to lead the story of the brand instead of trying to simply tell one.

Listening is so much more than words but with the right people working together we can make it part of the DNA of any organization!