The majority of this post is going to be of some of my favorite quotes during the event and my personal feedback. I look forward to reading YOUR feedback.
Chris Brogan Are you a marketer? What can you do to start paying attention and be a more helpful customer service partner for your company. Helping people is going to help your company. Just look at Comcast or Zappos, I say their company name and have instant customer service. If I'm looking for a place to live in MPLS there are two people on twitter that will probably respond to me (I say probably because their is no guarantee). So what do you do? How can you connect your customers to solutions? Who are you? After you figure that out, try to be realistic and be helpful in ways that you would want. Some thing you CAN offer are unnecessary.
"The customer is not an idiot, she's your wife." --Brogan I love this quote because it is true. Your customer is your best friend, significant other and neighbor. Do you yell at your friends with weird branding slogans? Probably not. Think conversation, be appropriate, be relevant. "Helpful trumps marketing. I'm trying to impart wisdom, but I believe in sugar with medicine. Listening. Connecting. Publishing. Listening is the secret sauce. Don't bother stuffing old shit down new pipes." -- Chris Brogan
"If you make money for the company you are working with, they wont kick you to the curb as fast." --Chris Brogan Meaning if you say you do social media, don't just walk the walk. Be prepared to show ROI. If you aren't ready for that, then don't take their money. Figure out your goals, your brand, your customer service and then be prepared for happy and angry customers online. Then help your client find new customers.
YouTube. To get to know new people I follow them via text message (on Twitter) for 2 weeks at a time up to 15 people. Following people on my phone gives me the opportunity to follow up with people in real time. I also follow clients on my phone so that I can help guide them and try to prevent potentially embarrassing etiquette snafus. What do you do?
"We don't only use one brand, we are not mutually exclusive." -- Chris Brogan Understand that your competitors exist and that you may not always be the best choice. Think Macy's in the classical Chrismas story, Miracle on 34th st. they referred people to their competitor and still had clients. In fact that nice gesture made brand evangelists. Also think progressive auto insurance, they do this. Progressive will give you their prices and the prices of their competitors as an added value. What value can you add? How are you helping your clients or prospects? Make their lives EASIER. "You're here to be a participant, not wrangle in the brand. Equip your community." -- Chris Brogan talking about Chris Grams from Red Hat.
Thank you to Chris Brogan and the awesome panel for coming to Best Buy today to talk about Social Media and Reputations.
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--Desarae A. Veit