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.
Conference Season is Picking Up
Thu, Aug 21st 2014 12:33p Keith Brooks I have been a bit out of the loop the last 4-6 weeks but for those who have been in the know, there are many conferences, especially IBM ones, over the next few months. Some are asking for abstracts. Hint, hint. MWLUG in Grand Rapids NEXT WEEK, August 27-29 ICON UK September 12th in London Social Connections VII in Stockholm November 13-14 (abstracts due by end of August) DanNotes November 20-21 in Korsør (abstracts due by end of August) 2015 Lotusphere/IBM Connect/ IBM ConnectED in Orla [read] Keywords: collaboration
Apps That Make Life Easier in Other Countries
Wed, Aug 20th 2014 7:10a Keith Brooks On my travels lately we have been using extensively a few apps which some of you may need or want when you travel as well. I am not so excited by any of the lame efforts of gamification, so ignoring this GAM (Game Spam) the apps are: Everyone knows about WAZE and if you don't, go get it now and never get lost or late anywhere you drive. Like WAZE, MOOVIT does for you bus users and train users what WAZE does for drivers. A bit confusing of a UI but once you get used to it you will not stop. It [read] Keywords: google
Are you a Catalyst?
Tue, Aug 19th 2014 6:50a Keith Brooks About two weeks ago I was involved in a discussion on Twitter with someone about blogging and awareness. He writes a blog about AIX systems which I like but rarely get to play with any more. He tweeted to me about how management doesn’t “get” his blogging nor gives him any credit for it. My answer is, this too will pass and his time will come. Writing for a few weeks or months, even in some cases years, does not produce tangible results until some catalyst brings you into the spotlight. I [read] Keywords: aix
Next Stop, Israel
Tue, Aug 5th 2014 8:03a Keith Brooks Yes, I gave it all away in the title of this post. For the rest of you that clicked through to read about this topic, let me start with this story. This quite possibly may be my longest blog post I ever write. You have been warned.Around 1994 or 1995 I was managing Citibank's Latin American Lotus Notes network. I visited numerous countries there and checked on our cc:Mail, Notes and OpenMail installations and personnel.One trip scheduled was to Bogota, Colombia. In those years it was common, a [read] Keywords: collaboration
Daf Yomi, 2 years down, 5.5 to go
Mon, Aug 4th 2014 7:10a Keith Brooks Happy Birthday to my baby who turned 7 years old yesterday which also happens to be the anniversary of when we started Daf Yomi. When I started the Daf Yomi, you can read past posts from last year at the 1st anniversary, I wondered if I would stick with it. It is hard to spend about 45 minutes a day, on average, doing something for yourself. No PR side, no monetary side, no work benefits, just pure learning for the sake of learning. What have I been learning? Here is a simple breakdown of the [read] Keywords: wiki
Job Found, Blogging Helps
Tue, Jul 22nd 2014 10:50a Keith Brooks Happy to say I will be working with The RockTeam as their Professional Services Manager. Continuing on with the YellowBubble and the collaboration space that I enjoy. Best thing about it, I get to work with a few friends and meet some new ones. And be social again. Blogging Helped The few days in between posting about looking for work and finding it was made easier when one friend, Arif, connected me with Doug who had just posted the position. Timing is indeed everything. It is very hard to [read] Keywords: collaboration
Job Hunting Time
Fri, Jul 18th 2014 6:50a Keith Brooks As of a few days ago I am newly available. A free agent on the scene looking for a company to call home. Sure I'd love to restore an old corvette or another pinball machine, but not enough money in those hobbies for the average person with a family. What I can do is restore customer service departments or service delivery organizations to award level status. Over the last year and a half, I was managing the delivery of services for over 500,000 people, prior to taking on the role of Directo [read] Keywords: agent
Bruce Springsteen Gets Collaboration How About You?
Fri, Jun 27th 2014 10:10a Keith Brooks Bruce Springsteen inducted his long time sidemen and woman into the Rock and Roll Hall of Fame a few weeks back and HBO showed the ceremony. I caught Bruce's introduction speech and thought it was just what I want to say to management everywhere. Namely, you know what you know, but the people that work for you are what will make you look better and greater than anything you can dream up. At the 13:00 minute mark, Bruce explains in simple English what collaboration is all about. Full text at R [read] Keywords: collaboration
Fix my printer or why remote management..
Mon, May 26th 2014 6:30a Keith Brooks Doesn't work for every situation. There is nothing worse than a client agreeing to let you work for them remotely and then demanding someone be onsite every week. So how do you do it? Will this break the deal? Cost you too much? There are always possibilities but planning is key. Few issues really require onsite visits as remote connections to clients, servers and routers is common. So why do you need to be onsite? Executives and their assistants usually are primary reasons. But unless a fai [read] Keywords: connections
Did That A-ha Moment Passed You By?
Fri, May 23rd 2014 6:30a Keith Brooks No matter your age, location, job status or religion you always have an opportunity. Sometimes we do not see a light at the end of tunnel. But it is really no different than trying to install a piece of software that is giving you a hard time and you just need that one little extra push or tweak to make it work. Your life is the same. While it's true, you regret the choices not selected, you always have time to make them. Maybe not today or tomorrow, but this week, next weekend. Your frie [read] Keywords: application