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.
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 firstname.lastname@example.org [read] Keywords: email
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
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
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
Think About This for a Moment
Fri, Aug 29th 2014 7:13a Keith Brooks According to the National Center for Charitable Statistics (NCCS), more than 1.5 million nonprofit organizations are registered in the U.S. This number includes public charities, private foundations, and other types of nonprofit organizations, including chambers of commerce, fraternal organizations and civic leagues.This table, can give you more details of breakdowns, data up to 2009. Because of the ALS #IceBucketChallenge, which has raised over $94 Million since July 29th alone, there are now [read] Keywords: foundations
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