Social Media: It's Time

Social Media is everywhere and it’s not going away. Tomorrow we are hosting a webcast on that very topic with the goal of encouraging more nonprofits to get involved. Sadly we don’t have a ton of great examples because people are still in the wait and see mode.

However, instead of waiting to see you should be exploring and learning. Organizations that start now are going to be leaps and bounds beyond those still waiting to see if it sticks.

Ford is doing a spectacular job of using social media and really interacting with their customers. In fact, they are reversing a once negative brand image of the company by leveraging the power of social media. You can check them out all over the place by googling them, but before you do that think about what you can be doing to interact with your customers to be more involved.

Maybe it is time you start by listening? Dan Gonzales, Web Managing Editor for Sage Nonprofit Solutions, says that is a great first step and I couldn’t agree more. After that, start getting involved with Facebook, Twitter, and Linked In. Then move to an actual strategy and plan for your organization.

No matter what, it is time to stop waiting.

Take away: Get involved!

Customer Experience Love Bombs

Today I received this in an e-mail.

It is an amazing example of a great customer experience.

"THIS is why I do what I do!"
http://www.ayellis.com/blog/?p=68
Andrea Moe Atlanta

As organizations, I think we can all do a better job of being in the right place at the right time. With technology and social media it is much easier than it used to be. It no longer is a possibility, it is now a matter of awareness and timing.

The real trick in 2009 is being ready to respond when an opportunity arises. In Peachtree’s case they were 100% ready. They had the tools needed to create this experience, quickly executed, and boy did that pay off.

I am calling these actions “Love Bombs”. Not my idea, but I do love it. In order to be able to drop a love bomb you have to be prepared, and when it goes off you are sure to reap the love. I am confident that Peachtree would tell you that it is working well for them.

Take away: What is your organizations Love Bomb going to be? You never know when your opportunity to make a difference is going to come, so be prepared.

Have Your Cake and Eat it Too!

This past weekend my husband and I celebrated our 10 year anniversary. We had a small celebration, and we were both very excited. As a part of that celebration we ordered a cake. Now, this was not just any cake (obviously). I love all of those new cake shows and wanted to have my very own masterpiece. I enlisted a local cake artist and shared my vision.
He certainly delivered on the cake as you can all see, and it tasted even better than it looks. However, they failed to create a great experience.

When we went to pick up the cake, we were greeted in the pouring down rain in a parking lot. We were then told it would take too much time to drive two blocks to a covered gas station to transfer it from the delivery person’s car to mine. I think you can all imagine how I felt when the delivery person told me this.

Thankfully my hubby had a great idea and we were able to make the transfer, but I could not help thinking, "How is it possible that this company (who clearly had me from the first bite) could be so bad when it came to the final details of my experience?”

Take away: For those of you that have other people involved in aspects of your organizations. Take some time to find out the following:

1. How are they delivering your master pieces in the rain?

2. What exactly happens once the cake leaves the bakery?

(Puns intended, but the questions are serious...experience is not just one part, it is the entire transaction.)

Watch Out For Bad Experiences

We all know how damaging a bad customer experience can be, but in today’s social landscape not only can it be damaging it can be damaging to millions of people.

In fact, today your customers can be rewarded for bad experiences with your company.

Take this United Breaks Guitars video for example:



http://www.youtube.com/watch?v=5YGc4zOqozo

With over 6 million views these guys have certainly learned how to leverage a bad experience.

Take away: Empower your employees to fix what they break!

How can we meet our customers' needs? By listening to them!

Well, Yes and No!

Customer Experience is not just about listening to the customer. You must listen and act!

Many organizations miss the most important step to "listening to the customer" or "voice of the customer" process. They fail to act, and when that happens you will likely lose those customers forever.

Takeaway: Remember when you ask the customers what they want, be prepared to execute and deliver what they want.