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Video: “More and more businesses a looking for input on the next big innovation” – Heidi Ambler
Mon, Apr 30th 2012 75
The top 10 things you never want to do with Social Media – avoid like the plague
Mon, Apr 30th 2012 90
Insider tip: It’s not social if your the’re not talking about you
Sat, Apr 28th 2012 79
Business Gets Social – Roadshow – Coming to New Zealand
Mon, Apr 23rd 2012 94
Turning customers into Brand Advocates
Mon, Apr 23rd 2012 81
I really don’t think you understand who I am – I am Social
Thu, Apr 19th 2012 91
Forecourt attendant ‘gets’ social business
Wed, Apr 18th 2012 89
Top 10
Business Gets Social – Roadshow – Coming to New Zealand
Mon, Apr 23rd 2012 94
I really don’t think you understand who I am – I am Social
Thu, Apr 19th 2012 91
The top 10 things you never want to do with Social Media – avoid like the plague
Mon, Apr 30th 2012 90
Forecourt attendant ‘gets’ social business
Wed, Apr 18th 2012 89
Turning customers into Brand Advocates
Mon, Apr 23rd 2012 81
Reducing staff attrition rates through connected and engaged employees
Sun, Apr 8th 2012 80
Insider tip: It’s not social if your the’re not talking about you
Sat, Apr 28th 2012 79
Video: “More and more businesses a looking for input on the next big innovation” – Heidi Ambler
Mon, Apr 30th 2012 75
Industry Analyst says a customer moved from Lotus Notes to Gmail because Lotus Notes has a crap UI
Tue, Apr 3rd 2012 58
A lesson learnt from a not so “Social Business”
Mon, Mar 19th 2012 54


I really don’t think you understand who I am – I am Social
Vaughan Rivett    

The other day I went to the supermarket to pick up a few food items (how many blog posts have I written lately which involve food?). I found a product which I liked the look of and saw that it had been reduced from $8.00 to about $5.00.  As a result I decided to take two while taking advantage of the offer.

I went to the counter to pay for the goods expecting a total of $10.00.  However, the cashier said that it came to $16.00.  I questioned this and pointed out that there was a “Red-label” special and they were $5.00 each.  He response was “I’m sorry, but that special price is only available to our loyalty card holders”.

I didn’t want to cause a scene so I thought that maybe I had missed reading the label correctly.  However, one of my first instincts was to go and blog about this company and how it treats its customers.  This particular New Zealand supermarket chain has done this for a number of years and I have wondered about it for some time.

What this store has forgotten about, is that a lot of loyal customers do not hold a customer loyalty card for a variety of reasons.  However, they may still be loyal customers and they should not be disadvantaged because they don’t opt into a loyalty program.  To make things worse, we do have a loyalty card for this supermarket chain in our household, I just didn’t have it with me at the time.

I don’t think that they understand who I am.  I am Social.  Today’s foolish decisions and lack of loyalty towards the customer (reverse loyalty) can have far greater consequences.  Within moments an unsatisfied customer can send out a tweet, update a Facebook status and more, which can quickly turn viral and become a significant problem for a brand.

I have said it before, opting out of Social Media is not an option.  The moment your brand is mentioned, somebody has opted your brand into something that you might not even be monitoring.  You need to have systems in place to effectively manage social media.

The other point that needs to be raised is, who does your business solicit feedback from customers?  Do you have social components built into your website?  Do you own the platform?  Do you own the conversation?   I will discuss these questions in my next post.




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http://vaughanrivett.co.nz/2012/04/20/i-really-dont-think-you-understand-who-i-am-i-am-social/
Apr 19, 2012
92 hits



Recent Blog Posts
75


Video: “More and more businesses a looking for input on the next big innovation” – Heidi Ambler
Mon, Apr 30th 2012 9:24p   Vaughan Rivett
In this video, Heidi Ambler, IBM’s Director for Social Software Project Management quite simply lays out what it mans to be a Social Business.  Enabling businesses to harness the power of people. [read] Keywords: ibm facebook social software twitter
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The top 10 things you never want to do with Social Media – avoid like the plague
Mon, Apr 30th 2012 3:11a   Vaughan Rivett
You’ve heard it said before, what you put on the web, stays forever!  But how many people really heed this sort of advice?  I have been trolling through the internet in my research for the top 10 things that you NEVER want to do with Social Media.  I bet you’re already doing some of these things. 1. Don’t use text speak or other unnatural conversation I’m sorry, but text speak makes you look dumb.  If people cannot work out what you’re saying without too much ef [read] Keywords: applications email facebook profile twitter
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Insider tip: It’s not social if your the’re not talking about you
Sat, Apr 28th 2012 10:24p   Vaughan Rivett
Let’s not forget, by nature people are social.  Generally speaking, this is part of the human DNA.  In turn this means that people are sharing.  They like to share what they’ve been doing, their opinions and their thoughts.  Not only that but they also like to be heard. Have you ever stopped to think about what people are saying about your brand?  Now, I know a number of you will be thinking about the results of your last customer survey.  You know the one I mean, the one wher [read] Keywords: apple blogging facebook google iphone twitter
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Business Gets Social – Roadshow – Coming to New Zealand
Mon, Apr 23rd 2012 4:44p   Vaughan Rivett
IT directors, managers and technical professionals can get the tools, tips and tricks needed to implement and use IBM’s industry-leading social, mobile and cloud solutions to build a nimble, innovative culture… enable collaboration between distributed teams… and beyond. Attend this event and receive a technical update from the local IBM® experts on the recent Lotusphere® 2012 event held in Orlando USA. The event includes key updates and demonstrations on the latest social collab [read] Keywords: collaboration ibm lotusphere noteslotus facebook mobile twitter
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Turning customers into Brand Advocates
Mon, Apr 23rd 2012 3:11a   Vaughan Rivett
It’s one thing to have customers, and loyal customers, at that.  But, what does it take to turn a customer into a “Brand Advocate”.  This type of person is someone who will tell others about your brand with passion.  In fact, they will most likely tell the world through the use of Social Media.  There are three key components that need to be considered to transform customers into Brand Advocates: Company Culture Engagement Exceptional Experience Company culture is the for [read] Keywords: facebook google twitter
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I really don’t think you understand who I am – I am Social
Thu, Apr 19th 2012 2:44p   Vaughan Rivett
The other day I went to the supermarket to pick up a few food items (how many blog posts have I written lately which involve food?). I found a product which I liked the look of and saw that it had been reduced from $8.00 to about $5.00.  As a result I decided to take two while taking advantage of the offer. I went to the counter to pay for the goods expecting a total of $10.00.  However, the cashier said that it came to $16.00.  I questioned this and pointed out that there was a “Red-la [read] Keywords: facebook twitter
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Forecourt attendant ‘gets’ social business
Wed, Apr 18th 2012 2:36p   Vaughan Rivett
Today I visited a petrol station to put fuel into my somewhat thirsty car.  It was the Sommerville station here in Aucland, New Zealand.  I did the normal thing and filled up my tank and went to pay for the fuel before leaving.  I was wearing a polo shirt with the slogan “Get Social. Do Business” printed on it. The service station attendant read the slogan aloud and smiled.  He looked at me and said “You can’t do business if you’re not social”.  I doubt t [read] Keywords: facebook twitter
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Ever made “Social” eggs? – A how to guide to using videos for Social Business
Mon, Apr 16th 2012 3:00a   Vaughan Rivett
Have you ever heard how to cook a “Social” egg?  Now I know that this has got you thinking, sounds a bit crazy maybe?  Lately, I have been a home, by myself, with my wife and kids overseas (except for one).  During this time I’ve had to cook my own meals.  Past history would suggest that I should not be in the kitchen, in-fact, my wife usually sends me out to the BBQ to cook. I decided that I would be adventurous and learn to cook a poached egg.  I got out my iPad and sea [read] Keywords: blogging facebook twitter




80


Reducing staff attrition rates through connected and engaged employees
Sun, Apr 8th 2012 10:40p   Vaughan Rivett
I’ve been reading a blog which is written by Flora, who has recently taken on a role as a Human Resources Adviser at a woman’s clothing chain, with stores all around New Zealand, Funky Town.  Last Wednesday, she published a blog article entitled “Too much turnover“.  She outlined some of the issues she faced with a turnover rate of up to 40%.  A lot of this being driven by the use of casual and part time staff. I’m not sure that this percentage can be looked at b [read] Keywords: facebook twitter
58


Industry Analyst says a customer moved from Lotus Notes to Gmail because Lotus Notes has a crap UI
Tue, Apr 3rd 2012 3:46p   Vaughan Rivett
Yesterday, I was listening to an Industry Analyst talk about applications in the cloud.  He commented on how organisations are wanting something that is Faster, Easier and the other word escapes me for now. During his presentation he made the comment which went something like “the customer moved to Google Mail from the crap Lotus Notes interface”.  As I am not trying to incite violence, I’m not going to name this person.  Unfortunately, I am unable to go into too much more [read] Keywords: lotus notes noteslotus applications email exchange exchange facebook google interface microsoft outlook twitter




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