359 Lotus blogs updated hourly. Who will post next? Home | Downloads | Events | Pods | Blogs | Search | myPL | About 
 
Latest 7 Posts
Have You Designed a Car without an Engine Today?
Thu, Oct 23rd 2014 162
NIche SEO Worked for Us
Tue, Oct 21st 2014 122
Captain Kirk, to the Bridge! No! Wait, Go to Engineering!
Thu, Oct 2nd 2014 186
The Royal Scam or just a CopyCat App?
Tue, Sep 30th 2014 172
I am speaking at Social Connections VII in Stockholm
Mon, Sep 29th 2014 126
Friday Frustrations - Online Bill Paying UX Failure
Fri, Sep 12th 2014 150
My BlueMix Day of Coding
Thu, Sep 11th 2014 186
Top 10
Google Hangout CRM Discussion Recording
Thu, Apr 18th 2013 615
JMP206 : Calling Home: Enabling the IBM Sametime Softphone in ST9 the Slides
Sun, Jan 26th 2014 569
Job Hunting Time
Fri, Jul 18th 2014 406
Job Found, Blogging Helps
Tue, Jul 22nd 2014 351
Next Stop, Israel
Tue, Aug 5th 2014 295
Think About This for a Moment
Fri, Aug 29th 2014 291
0199 Error Resolved for Thinkpads
Wed, Oct 12th 2011 271
Bruce Springsteen Gets Collaboration How About You?
Fri, Jun 27th 2014 261
30 Minutes to Upgrade to IBM Notes & Domino 9
Thu, Mar 21st 2013 242
What Are You Doing, HAL?
Wed, Sep 3rd 2014 213


Fud Buster Friday #56 - Social Media helps Customer Service
   


Your pig with lipstick is still a pig.

Just because you have 356 different social media, web 2.0 accounts and services where you post for advertising your brand, doesn't mean your company stands behind you.

In an era of instant on, we also have instant feedback expectations.

So what are you going to do about it?

As an example, I discuss business uses of social media but when I ask about the execution of the services side, usually you hear, of course we expect the best from our people or some other similar line. Now it is all very nice for marketing and the executives to say they want to use all of this, but what about the front lines people? The ones that actually have to see, speak, touch or help real people? How does this help?

The usual complaint is the executives are not on Twitter or use someone/something else to post for them. Who cares about that, why is this any different than a weekly newsletter they don't write?

But the front lines get it, or so you think. What they get is you have opened the flood gates to any site someone wants to join. This is a great thing, but getting the employees to use it for business is hard. They use these programs for their benefit usually and sometimes for business.

As I am writing this at the PACLUG and The View Admin conference in Las Vegas, I pondered what if housekeeping was on Twitter? What about the bartender? Valet?

As it turns out they are on Twitter, someone from the hotel and they respond fairly quickly. So kudos to them.

Is this the new customer service/ What if you could Tweet to these people? Would they respond to your needs efficiently or properly?

The premise of Social Business is to be more interactive and engage the customer....but what if your front line customer service is not so great? Case in point, my hotel room had 1 hanger.

Presumably the hotel has a checklist that Housekeeping follows and my guess is a previous guest helped themselves to some hangars. There was 1 which held the laundry bag and list of services, so I know Housekeeping was there, but I would think they would make a note to get more hangars to the room. This is where Social Business gets hurt, because what if I or you started ranting on Twitter or a travel site? People don't take the time anymore to go through proper or usual channels, they just want to tweet or ping someone and get instant help.

Social Business should be an extension of customer service in a natural way. Yet, that is not really how it is working in every organization. Make the effort to be prevalent across the board so everyone is part of the solution.

Social media is being used as a shortcut but there is no shortcut to great customer service.


---------------------
http://feedproxy.google.com/~r/LotusEvangelist/~3/VQ9RbCnRf7o/fud-buster-friday-56-social-media-helps.html
Jun 24, 2011
22 hits



Recent Blog Posts
162


Have You Designed a Car without an Engine Today?
Thu, Oct 23rd 2014 6:53a   Keith Brooks
Half baked ideas? No, they were completely baked and ready to go....except for a strategic piece. Lost in translation or just lost in space, hard to know sometimes where to assign the lack of accountability. A Cloud solution that is not quite ready for the Enterprise or an application that you are working on when you suddenly realize no one thought about who would use the solution, let alone, why they need it. Governments, countries, airports and many organizations run into this it seems more [read] Keywords: connections domino ibm application email enterprise microsoft office sharepoint
122


NIche SEO Worked for Us
Tue, Oct 21st 2014 6:53a   Keith Brooks
We ended up here, didn't we because of SEO? This is the revelation that occurred to me recently when looking at how we ended up in a city in Israel that is not on most people's vacation itinerary. Rehovot was the home of Ubique, a little company IBM bought to include inside their Sametime offering. They still retain offices here for Sametime development. Many people spend tons of money to increase their exposure and search ranks which boils down to SEO methods that are a mix of data analytic [read] Keywords: ibm sametime community development facebook google wiki
186


Captain Kirk, to the Bridge! No! Wait, Go to Engineering!
Thu, Oct 2nd 2014 6:46a   Keith Brooks
Apologies to +William Shatner (@williamshatner) for the title but let's talk about V'ger (@_vger), I mean The Cloud. Cloud discussions may not come from IT, in fact, it seems IT is the last to know about the idea sometimes. While asking some fellow consultants and Business Partners, we are seeing an interesting situation arise and hope this example helps you to not find yourself in the same predicament. Business leaders are making choices, then telling IT. The opposite of the way things have b [read] Keywords: collaboration ibm application applications email google profile security wiki
172


The Royal Scam or just a CopyCat App?
Tue, Sep 30th 2014 6:46a   Keith Brooks
Apologies to Steely Dan. By now everyone has heard of Ello. The question still remains why? Someone posted about it shortly after I read Robert Scoble's post about it.Being a messaging and communication person, figured I should check it out. I described it as a mix between Pinterest and Twitter. Many said it was like Facebook. It does not really matter because it doesn't do anything special, yet, that I can tell. Maybe Jerry Seinfeld is behind it. You know, it's an app, about nothing...ge [read] Keywords: facebook twitter
126


I am speaking at Social Connections VII in Stockholm
Mon, Sep 29th 2014 7:23a   Keith Brooks
After a few years of trying to get to the event, I have finally made plans to not only attend, but speak at the IBM Social Business and Connections User Group meeting, referred to as Social Connections VII (#soccnx) which is in Stockholm, Sweden November 13-14th. Event and registration details here. The event has had about 200-300 customers attend previous meetings.Vendors and sponsors are of course welcome and want to help you with your business. The topic of my session is “Didn't you see [read] Keywords: connections ibm email enterprise instant messaging
150


Friday Frustrations - Online Bill Paying UX Failure
Fri, Sep 12th 2014 4:06a   Keith Brooks
Received our first gas bill today from the Supergas company here in Israel. I can setup an automatic bank draft or pay by credit card. I can't do the bank draft yet so I figured I would pay by credit card. Go to their site, find the pay my bill page, get to the screen where I put in my information and there is one small problem...the area code. Mine, 058 is not listed. Link to their page here Naturally like any good hack I figured just pick an area code and let it go, like entering jay@jay.com [read] Keywords: email




186


My BlueMix Day of Coding
Thu, Sep 11th 2014 8:26a   Keith Brooks
I rarely code anymore, but when I found out about this class, not far from me in Israel, I figured why not check it out. Last time I did something like this was at IBM Impact 2 years ago when I sat in on a Worklight development hands on session. Which was more useful? Bluemix is this year's iPhone from IBM and Worklight is a bit quieter. Bluemix is a term loosely translated to me as "Websphere lite". Why do I say this? There are a lot of pieces to make this environment come together. Not [read] Keywords: admin collaboration domino ibm apple development google iphone laptop mysql twitter vm websphere
182


Accountability and the ESN
Mon, Sep 8th 2014 6:33a   Keith Brooks
In this Golden Age of social networks that pretend to be burying email servers like Rod Stewart goes through wives, we have a black hole that is not discussed. Email is not perfect, but better than most countries normal postal services. IM is great for awareness of who is online, but just because I show up online does not mean I really am at the machine, phone or browser. Twitter is awesome....when you are connected to the internet. SMS is far from perfect, as anyone who travels can tell you wh [read] Keywords: email enterprise facebook google network security smtp twitter
150


What is your Candy Corn?
Thu, Sep 4th 2014 6:33a   Keith Brooks
For those not familiar with the reference, Candy Corn is a sweet confectionery candy which is quite sugary and shaped like a triangle with 3 colors in it. Wikipedia explains it this way. The picture below is from Wikipedia as well. I could eat a mound of it and not think twice about it. To me Candy Corn is one of the best candies. It is a happy candy, for me, and I enjoy eating them, in many ways which I will not bore you with here. Sadly for me the only Kosher ones I know of are from the Jelly [read] Keywords: wiki
213


What Are You Doing, HAL?
Wed, Sep 3rd 2014 6:33a   Keith Brooks
My friend Chris Toohey posted this on Twitter: Ever have one of those mornings where you just want to blow off billable work & code something fun?? #stayOnTarget! — Chris Toohey (@christoohey) September 3, 2014 I replied, I just want my servers to talk to me. What would you have your server say, if it could talk? "My Router hurts, are you spamming people again?" "Drive C has eaten all the chips and needs a bigger belt (no free space)" "That agent you ran just now, were you seriousl [read] Keywords: agent network server twitter virus widgets




Created and Maintained by Yancy Lent - About - Blog Submission - Suggestions - Change Log - Blog Widget - Advertising - Mobile Edition