Month: April 2010

  • Rule #2: Address The Need

    When you’re engaging with anyone online, rule #2 is “Address The Need”. Everyone needs something.  We listen, we may even understand what we’re being asked — but it that what they really need?  If you’re engaging online, make sure you’re actually addressing the need. I’ve been thinking about this a lot recently after a discussion…

  • Rule#1: Be Real

    When you’re engaging with anyone online, rule #1 is “Be Real”. The world is full of bots (both human and digital.)  Your customers are people, it’s ok to be a person t00. Be a face, not a name (or logo) Don’t just broadcast, have a conversation Be open and honest Be Yourself!

  • Who does your incentive program benefit and is it clear?

    Some of you know I have a bit of a Starbucks addiction. (I’m even the mayor of several Starbucks on Foursquare). I was never a fan of paying to join member rewards programs, but last year I talked myself into buying the Starbucks Gold card.  By swiping the card at the register with each purchase,…

  • Facebook, enforcing like-ability, inspiring confusion?

    I logged onto the Facebook Page I manage earlier today to find this message. That message made sense to me, but I made the mistake of clicking “Learn more“.  It put me on a 7 section, 30 question FAQ.  I went for the “Liking” a Page section, hoping I was in the right place. Why…

  • Social media: swarm vs. strategy?

    So you’ve listened and maybe engaged in social media, now what? It’s important to be there since the conversations are already happening, but have you integrated that work into your overall strategy?  I was on a call Friday with a PR firm talking about social media strategy.  When I think about what many of us…

  • Make your chats natural

    I had an experience with Comcast‘s chat support a few evenings ago that I still keep mulling over. I’m not certain how much of it was scripted vs. improvised, but it felt somewhat awkward. As someone who spends time writing scripts for others to use when interacting with customers on the phone and via chat,…