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.
A Few New 2015 IBM Champions I want To Thank
Wed, Dec 3rd 2014 12:40p Keith Brooks Oh the stories we could tell... Many of us know each other, if not in person, then online and usually we found each other through blogs and sessions we gave at various events. Or at a User Group event or Lotusphere, IBM Connect, now IBM ConnectED. But sometimes we never meet which is a shame and some people, myself included, never know just how much we helped or are helped by others until they come up and tell us. I was named a 2015 IBM Champion for ICS for the 3rd year in a row. I don't know [read] Keywords: domino
Writing Competitive Pitches #EvangelistGuide
Fri, Nov 21st 2014 7:40a Keith Brooks Once upon a time people would have discussions with one another and argue the finer points of The Beatles Vs. The Rolling Stones, beer vs. wine, blended vs. singe malt scotch or is Eric Clapton really God? Should we be in Vietnam or Korea or do we colonize Mars. iPhone vs. Android, Jobs vs. Ford, 72' Dolphins vs. anyone. But the fun and good times eventually gives way to serious business discussions at work when you are in sales and now you not only need to have a good argument, you also need t [read] Keywords: consulting
Don't Ship Shit! And Other Things learned from the #IBM #NewWayToWork LiveStream
Tue, Nov 18th 2014 11:40a Keith Brooks If you spent the two hours online watching the video and speakers (link to watch the replay) during the IBM event today, you found yourself going back and forth across a spectrum from amazement to amusement. The new name of the Mail.Next product is IBM Verse, no mention, that I recall, of the server name being changed. I am not going to try to explain the name, Alan Lepofsky did it quite well here. This mobile/browser based communication portal unleashes the power of Watson to help you automat [read] Keywords: connections
Questions are Free, Answers Cost Money
Mon, Nov 17th 2014 3:00a Keith Brooks I had some discussions around presenting and training and my blog style over the last few days. When preparing presentations, and blog posts, that are of a technical nature, there a few steps involved. The premise of the problem, some investigation work to solving it, testing the solutions then providing details around the one that worked. Many times I provide the question, and the answer, in order to help make other techies lives easier for them, when they run into the same problems. When I w [read] Keywords: email
I Finally Experiencd the Social Connections Conference
Sat, Nov 15th 2014 1:10p Keith Brooks If you have been living outside of the collaboration or social space you probably have no idea what conference I am discussing. The Social Connections Conference, which has just completed their 7th conference in 3.5 years, is an impressive effort that you should experience too. Having been a part of or attended so many conferences over the years I had been unable to get to any of the Social Connections events until this one in Stockholm, Sweden and what makes it so impressive? I have a 10 11 1 [read] Keywords: collaboration
Didn't you see my Updates?! Slides posted
Fri, Nov 14th 2014 4:20a Keith Brooks On Slideshare are my slides from today's Social Connections VII session from Stockholm. Off the cuff speaking and the ONLY session at #soccnx that was done in Lotus Yellow. If you need help with adoption, please let me know, I am in Europe and happy to help your organization. http://www.slideshare.net/kbmsg/accountability-rocks-soccnx2 [read] Keywords: connections
Hey Politicians, There is this thing called the Internet
Tue, Nov 4th 2014 4:56a Keith Brooks Where we live there is a newspaper, in print, that is free and is very pro the current government. I say good for them if they can keep it going on dwindling advertising revenue, or the owner is some wealthy patron who feels the need to lose some money, either way, what is the problem? The problem is some government officials think this is propaganda with the aim of helping the existing government officials stay in office and should be treated accordingly. They are trying to pass a law that ne [read] Keywords: office