SOCAP Post-Symposium Thoughts
One of my short-term goals coming out of the Symposium is to continue to dial-up consumer feedback in my company – based on some of the presentations I attended and Data Reporting Workshop, I’m going to focus on reading even more verbatim comments to try to get to even more insights. Also, looking forwarding to sharing more call recordings and further bring to life ECHO – every contact has an opportunity (a thought that Marie Shubin of Gallo shared).
Also planning to meet with Public Relations at my company to get a an update on the details of how were are already listening to social media and to discuss how we can do more.
As a SOCAPer chairing the conference committee, I’d like to encourage everyone that attended the Symposium to fill out the Symposium evaluation form that was emailed to participants. Your input really helps drive decisions about the upcoming Annual Conference in Tucson, Arizona – October 11-14th and other conferences in 2010.
Eileen Troise – Dannon
Reflections from a Train
Well, I’m on a train heading home reflecting on what a wonderful conference it was.
I went into the office for a bit and was able to talk to Amy Curtis-McIntyre. What a dynamic and fun person! She really is a neat lady.
I’m glad to have met and spent time with even more wonderful SOCAP members and have a long list of people that I can’t wait to see in Tuscon!!!
Matt Sanders – Hyatt
Win Friends and Influence Bosses - NOW!
All it takes is one little email. Yeah, it’s nice sending a little thank-you note to your boss. But that really is the least you can do. Why not settle for more!
Instead of just sending a thank-you note or a symposium summary (that you won’t have time to write and your boss won’t have time to read), send a quick list of action items: here’s how business is going to improve around here because I was at the symposium! Then bullet your to-do list.
And while you’re at it, why not point out how compelling the October annual conference will be: Doing More With Less. Sounds like the kind of thing that could more than pay for itself…
John Cronce – Jockey
That's Great - But How Do I Use It in My Business?
Yesterday afternoon, Membership Director Patti Coen mentioned that Symposium attendees who came to the SOCAP table were asking how they could use Twitter in their business.
As it turns out, Lifehacker posted an article yesterday morning discussing 6 useful ways to use Twitter. Several of these can be implemented in a business context. Here are a couple:
1. Monitor What You Care About
Does your company produce pistachios? If so, it might be beneficial to know what people are saying about the pistachio recall in real time – or to track the scope of the recall. Well, this is where Twitter search comes in. Just go to search.twitter.com and type in “pistachio recall.” Here are your results. Even if your company does not produce pistachios, there are probably other issues that do impact your business and that you could use Twitter search to track in real time.
Do you monitor the social media buzz for your company? Twitter search, once again, can help you monitor that buzz in real time from potentially millions of Twitter users. Go to Twitter search right now and type in your company name. You may find that people are saying things you don’t want to hear, or that people are posting inanities. But there also might be a trend in public perception that you can – and should – follow in real time.
If you find a term you wish to monitor, the Lifehacker article mentions some desktop apps that you can download for free and use to set up permanent searches. Tweetdeck is probably the most popular.
2. Ask Questions, Get Answers
This can be a very powerful use of Twitter. One day in 2008, Tony Hsieh, CEO of Zappos.com, tweeted that he was meeting that afternoon with eBay executives. He then asked Twitter followers to send him suggestions for ways that eBay can improve the user experience. He was going to share the responses with eBay execs during the meeting. He got such a high volume of responses that he shared some suggestions during the meeting and emailed the rest.
Are there questions you would like to ask your customers in real time? Are there suggestions they could give you in real time that you could then pass on to Marketing or the C-Suite? Twitter is a great way to get this sort of information from your customers.
3. Beyond Lifehacker: Updating Consumers
This is something that the Lifehacker article doesn’t mention, but some companies are using Twitter to provide information updates and/or interact directly with their consumers. Take a look, for example, at these classic examples of how some Twitter-savvy companies are using the service:
There are many examples of companies using Twitter to update customers. One memorable one: During a big Northeast ice storm and subsequent power outage, the local utility company provided customers with updates on restoration of service. How would that be useful if you didn’t have electricity? Well, since Twitter can be used on your mobile phone, you could follow the updates from your phone.
I hope that these few examples give you some ideas that can help start you brainstorming about how Twitter might be useful in your business. If you have specific Twitter questions, you can use the contact form to reach me by email or call the SOCAP office and ask for me.
Cindy Collins Smith – SOCAP