With social media being so new to so many organizations, its often difficult to determine what the real goal should be. For the newbees, its often better to take a huge step back from the technology, platforms, widgets etc. and focus on something everyone can relate to. Everyone has their favorite spot for a drink, their go-to place for a good hair cut, or their secret hole in the wall for Italian. What makes those places so great? Loyalty… maybe its the bartender, maybe the chef gives you a free espresso after dinner, whatever it is, you feel personally connected to the experience. Obviously, for big business replicating the personal experience received by mom & pop brands is difficult to do, even with social media.
In its simpliest form, no matter how big or small your organization is, put yourself in ”John the Bartender” mode.
- Acknowledge the new comers
- Remember the regulars
- Reward the loyalists
- Treat the assholes nicely
- Be a great listener
What people say about your product or service is contagious and like it or not, negative connotations are more viral than positive ones. In the age of amplified public opinion, smart businesses, big and small alike, are realizing the newest position in their organization should be Chief Listening Officer. Just as “John the Bartender” is tasked with the hybrid role of being the commedian, shrink, salesman, and customer service for your favorite watering hole, so too should your brand’s Chief Listening Officer. Big business for years have hidden behind high rises and fancy suits. Now they are forced to deal with the consumer on a daily basis. What started as an online marketing tool, is now your brand’s personality. Two years ago people would have thought it would be impossible for big business to engage in open conversation on a mass scale, but today, your brand will struggle if ther is no one there to listen. Who is your “John the Bartender?”
Tim is the VP of Client Services for Convertiv leading a team of digital marketers dedicated to fulfilling client expectations for all search, social and mobile projects.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Funny, I'm a bartender turned Chief Listening Officer. ;o) Though there were a lot of years, jobs, and experiences in between, I still find that my “Beth the Bartender” days provided a lot of insight into how we humans work (and don't work).
Hey Beth, Thank you for stopping by and we totally agree! The leader of our social media practice is actually from Rochester, NY. He is out in Las Vegas on a gig for us, however he said he would treat you to a “garbage plate” next time he is in town. Not sure what that is but I sure had a laugh when he mentioned it =)
We're actually merging blogs with http://socialmediaanswers.com/don’t-dilute-your… as Kevin Palmer is coming on board to build out our new media methodology. If you're interested in talking with Kev, he'll be back in town end of July. Hit me up Chris@convertiv.com and I'll coordinate things next month.
Funny, I'm a bartender turned Chief Listening Officer. ;o) Though there were a lot of years, jobs, and experiences in between, I still find that my “Beth the Bartender” days provided a lot of insight into how we humans work (and don't work).
Hey Beth, Thank you for stopping by and we totally agree! The leader of our social media practice is actually from Rochester, NY. He is out in Las Vegas on a gig for us, however he said he would treat you to a “garbage plate” next time he is in town. Not sure what that is but I sure had a laugh when he mentioned it =)
We're actually merging blogs with http://socialmediaanswers.com/don’t-dilute-your… as Kevin Palmer is coming on board to build out our new media methodology. If you're interested in talking with Kev, he'll be back in town end of July. Hit me up Chris@convertiv.com and I'll coordinate things next month.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
RE: @convertiv Great article! I think that those directly involved with customers (whether it is a salesman at a retai… http://disq.us/aucgn
This comment was originally posted on Twitter
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Great article! I think that those directly involved with customers (whether it is a salesman at a retail store, a car dealer, or someone at the perfume counter) are the most important people to go to for customer feedback. They are the ones interacting with the core consumers day after day, not the executives and administrative staff. So why should those that work behind the desks and not with the customers drive the social and communication aspect of the company?
You hit the nail on the head! One of the main barriers is this fly's in the face of the traditional hierarchy of big business. Keep your on our new 'social' service offering we try and explain how we can help elevate this situation. Should have something up later this evening.
Funny, I'm a bartender turned Chief Listening Officer. ;o) Though there were a lot of years, jobs, and experiences in between, I still find that my “Beth the Bartender” days provided a lot of insight into how we humans work (and don't work).
Great article.
Thx- Beth
Beth LaPierre
Chief Listening Officer @kodak
Hey Beth, Thank you for stopping by and we totally agree! The leader of our social media practice is actually from Rochester, NY. He is out in Las Vegas on a gig for us, however he said he would treat you to a “garbage plate” next time he is in town. Not sure what that is but I sure had a laugh when he mentioned it =)
We're actually merging blogs with http://socialmediaanswers.com/don’t-dilute-your… as Kevin Palmer is coming on board to build out our new media methodology. If you're interested in talking with Kev, he'll be back in town end of July. Hit me up Chris@convertiv.com and I'll coordinate things next month.
Funny, I'm a bartender turned Chief Listening Officer. ;o) Though there were a lot of years, jobs, and experiences in between, I still find that my “Beth the Bartender” days provided a lot of insight into how we humans work (and don't work).
Great article.
Thx- Beth
Beth LaPierre
Chief Listening Officer @kodak
Hey Beth, Thank you for stopping by and we totally agree! The leader of our social media practice is actually from Rochester, NY. He is out in Las Vegas on a gig for us, however he said he would treat you to a “garbage plate” next time he is in town. Not sure what that is but I sure had a laugh when he mentioned it =)
We're actually merging blogs with http://socialmediaanswers.com/don’t-dilute-your… as Kevin Palmer is coming on board to build out our new media methodology. If you're interested in talking with Kev, he'll be back in town end of July. Hit me up Chris@convertiv.com and I'll coordinate things next month.
Oh no way! Would love to chat with Kevin, though garbage plates not so much.
Oh no way! Would love to chat with Kevin, though garbage plates not so much.