en-us https://www.intensedebate.com/users/760226 Comments by AmberNaslund http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121080203 There are definitive studies around customer perception and satisfaction improvements after resolution of a problem. It's definitely something that companies should embrace rather than eschew. Fear prevents a lot of companies from acting, but no response at all is about the worst outcome possible. Thu, 13 Jan 2011 17:05:40 +0000 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121080203 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079798 Marty, fully agree that due diligence on the legal side is an important part of understanding engagement in social. Thanks for that perspective. Thu, 13 Jan 2011 17:04:26 +0000 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079798 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079624 The other issue here is that we have to better connect our online mechanisms to our more traditional CS avenues. As you point out, companies are hopping on social media to do surface resolution, but we shouldn't have to resort to social media because other channels are broken or ineffective. Changing the entire scope of CS with a helping of social ought to be the goal. Thu, 13 Jan 2011 17:03:37 +0000 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079624 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079045 Thanks, Maren. I think for businesses at scale, they MUST be using systems to track and log the nature of input from their customers on all fronts. That's the only way you see trend lines. And too many companies stop at the gathering of input phase, and don't move into the acting on insight, so one key component is a workflow that carries that information back into the right areas of the company. Thanks for the comment! Thu, 13 Jan 2011 17:01:02 +0000 http://radian6.mmdevreview.com/blog/2011/01/10-tips-for-dealing-with-detractors/#IDComment121079045 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114357383 As many have said before, Sherry, customer service *is* marketing. And sales. They're all tied together inextricably, and if you do a shoddy job at delivering on the promises you put out there, that's going to damage your credibility. Period. Customer service, responsiveness, all those things are empirical proof that you're attentive to your customers. And it's true that sometimes, being in social media without committing to the investment of time and energy can be worse than never having been present at all. Tue, 7 Dec 2010 21:53:32 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114357383 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114357048 Trisha, that's a good example. But I'd also counter that we as businesses still do too much talking about our own stuff. Whether or not you phrase it with a "softer" approach, it's still promotional. And sales doesn't have to be driven by shouting "me! look at me! me!" all the time. In fact, as consumers, we don't like to be sold to but then we go to work and push our junk relentlessly. It's an odd balance. And I'm hoping that we can change that. :) Tue, 7 Dec 2010 21:51:47 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114357048 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114356483 One of the tricks, Mallory, is that today, almost everyone is in sales to some degree. If you have a touchpoint with a customer, you're likely to impact their decision to do business with you. And once businesses start to understand that yes, sales is a dedicated business function, but it's also a pervasive part of business itself. Not the sale or the close or the process, but the *intent* to deliver an experience to customers that makes them feel good about the business relationship. That's a whole different animal and goes much beyond the sales force itself. Tue, 7 Dec 2010 21:48:11 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114356483 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114355954 We hope so too. Part of the evolution and erosion of sales in that sense is because one to one interactions don't scale well. Relationships take time to build. And both of those things run counter to business growth and being able to do things with speed and, unfortunately sometimes, in an automated way. We want to batch process, yet trust is an individual factor that's not easily sold in bulk. Tue, 7 Dec 2010 21:44:40 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114355954 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114355757 Obviously we agree that listening is key. :) We're often in such a hurry to tell people what we want them to know that we don't stop long enough to hear what they're telling us they need and are looking for. Being open to input can be enlightening indeed. Tue, 7 Dec 2010 21:43:18 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114355757 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114353666 Hi Thom, the idea of "constantly present" is an important one, and a fine balance. There's a difference between being present for your own purposes - promotion, awareness for your own business or cause, something that directly impacts you - vs. being present for the benefit of your community. I think the latter is what most businesses need to do more of. Tue, 7 Dec 2010 21:29:28 +0000 http://radian6.mmdevreview.com/blog/2010/12/social-media-sales-and-how-they-work-together/#IDComment114353666 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106597800 Hi Aaron - I think ti's both. Not instead. CRM is a term that has broad applications, and it's just important to recognize which we're talking about when we discuss "social" CRM. As you point to with Comcast, it's the integration of information as well as empowering customer-facing employees with the ability to act that is really the crux of all of this. An at an enterprise level, understanding how to do that and still keep the infrastructure solid requires a blend of tools as well as ideas and strategies. They go together. Thu, 28 Oct 2010 16:13:19 +0000 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106597800 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106592945 Drew - a huge component in ANY evolution of culture or process requires getting everyone on board. Or at least the people with whom the core changes and shifts will rest. And that rarely has anything to do with the tools or the technologies, but instead about our comfort level with change. Which is a much bigger discussion. :) Thu, 28 Oct 2010 15:42:28 +0000 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106592945 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106592506 Hi Jayme - Adoption of social media is far more rooted in culture than operations. And culture change takes deliberate time and patience. In fact, I'd say that if the C-suite doesn't see it yet, that's where you need to spend your time. Skip the tools. Skip the discussion of what's new, and discuss a bit about their notions of their current reality. Fear in this case is based in not understanding or being able to reasonably predict outcomes, and in whether we'll be blamed for something that goes wrong. This is a big shift in thinking for a lot of companies, but we can be their guides into a new era, for certain. Thu, 28 Oct 2010 15:39:58 +0000 http://radian6.mmdevreview.com/blog/2010/10/on-social-crm-3-things-to-consider/#IDComment106592506 http://www.radian6.com/blog/2010/10/radian6-invests-in-customer-success-program-professional-services-and-social-strategy-appoints-two-key-executives/#IDComment102471631 Thank you so much for the kind words! Looking forward to catching up with you again very soon. Tue, 5 Oct 2010 13:33:11 +0000 http://www.radian6.com/blog/2010/10/radian6-invests-in-customer-success-program-professional-services-and-social-strategy-appoints-two-key-executives/#IDComment102471631 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482643 Suzanne, Totally get you. And yep, it's like David Thomas' post I linked up there. TGIF can be "wahoo, looking forward to a fun weekend with the kids" or "man, my job is a drag and this week can't end fast enough." Same sentiment, totally different impression. I'm not an advocate of over sanitizing everything we say, because the dimensions of people and personalities is exactly what makes social media WORK, even in a business context. But being mindful is good, and advised. Works offline, too. :) Wed, 1 Sep 2010 21:11:44 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482643 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482411 Hi Laura - thanks for chiming in. The other thing that's important to remember: we have one definition for what WE think is professional, and then the people we work for and with have THEIR definition. The trouble is when those two are in conflict. If everyone is laid back and casual, great. No problems. If, however, you've got a conservative customer base and a social media pro who's far more outspoken and generous with their boundaries, you're going to have an issue, no matter if that individual is being "professional" according to their own definitions. So there's one part standard for yourself, and one part consideration for how you're representing your company and meeting the expectations of your customers and community. Therein lies the real balancing act. :) Wed, 1 Sep 2010 21:09:57 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482411 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482109 It's great that you've found a system that works for you. For some folks, one profile isn't realistic. For example, if I work in a regulated industry where my professional posts are bound by laws or compliance, it might make sense for me to have a separate profile where I do my "work", and another that disclaims my affiliations but that doesn't constitute a professional presence. So personal choice, yes, but the same choice doesn't work for everyone. Wed, 1 Sep 2010 21:07:04 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96482109 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96440757 Very well articulated. Thanks again for your thoughtful comments! Very helpful to others too, I'm sure. Wed, 1 Sep 2010 17:34:50 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96440757 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96434064 Corey - What an interesting question. I suppose again it comes back to what your community expects from you. Do you know why they're following you and interacting with you in each place? Have you asked their thoughts? Taking the pulse of your audience is valuable. You might learn something you didn't before, and they might be very willing to share with you their impressions, opinions, and ideas for what THEY are expecting from you. Then it's up to you to decide whether what they're looking for and what you're hoping to do are in line with each other. Last bit: Follow your instincts. We all make lousy judgment calls sometimes, but that little voice in the back of your head will sometimes point you toward valuable insight. Wed, 1 Sep 2010 17:10:21 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96434064 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96433293 Professionalism is, at its core, about judgment and filters. Not from a censorship standpoint (though I suppose that could be the case in extremes), but from a conscious one. We have to understand that all of these touchpoints online converge to form a larger overall impression, and that on the web, people see pieces and bits of it. Rarely do they get to take in the whole of our presence, all the time. Those mircobursts of information, for better or worse, form impressions. It's up to us individually to decide what elements we want out there, and what the balance should be. Wed, 1 Sep 2010 17:07:55 +0000 http://www.radian6.com/blog/2010/09/the-balancing-act-of-personal-and-professional-engagement/#IDComment96433293