Social Media
You had me at hello – @GoDaddy reaches out
Mar 1st
A couple of weeks ago, I had a domain that was set to auto-renew. Due to a bank issue, a lack of process understanding on my end, and a bit of confusion on the @GoDaddy interface (which I do think needs a little improvement)… my domain expired.
I logged in a few times to make sure the domain would renew and noticed that I had it set to auto-renew and had updated payment information tied to my account. I did not, however, tie my payment information with that specific domain. That was on me and was the lack of process understanding I mentioned.
I called @GoDaddy support and after 10 minutes or so had a good discussion with a helpful support rep. I was satisfied with his service, but a bit displeased with the end result. The approximately $11 domain name that I wanted to renew ended up costing me $90 with a redemption fee. I knew it was my fault and admitted as much, but still felt a little wronged.
As everyone is accustomed to doing, I tweeted my experience. Granted, I couldn’t describe the whole situation in 140 characters AND I am used to fielding positive and negative feedback from social media at work, but I was still a bit surprised by the response.
Several minutes later I had a voicemail from The Office of the President at GoDaddy. Not a tweet, not a DM, not an email, but a phone call. I was immediately happy.
Yes I am a dork with that. Todd Barr (@tbarr) and I love reaching out via the phone to respond to Twitter complaints or questions we receive at @Bandwidth… and it has a personal touch that is frequently lost.
I had a great conversation with Brian at GoDaddy. I asked him some questions about how they reach out and deal with social media and his department isn’t responsible for the social media interaction… it was escalated to them. I love that. We do that and in my opinion… it matters to customers.
Brian explained in great detail (although not boring and overly extensive), what happened and that they would like to refund me $40.
I was happy. I messed up, and admitted it. @GoDaddy went above and beyond just to show that they were listening. To me, that is what it is all about.
Honestly, it was the best $50 I’ve spent on web hosting and I even bought two additional domains at @GoDaddy last night after the call.
Kudos for listening. It does matter…
You Can’t Fake the Funk: A Social Media Gut Check
Feb 24th
Over the past week, I’ve read some great contrarian posts… There were the life without Twitter posts from @djwaldow (here), @unmarketing (here) and @lisabarone (here). @justinkownacki had some great pain point posts as well, especially Why I Need You To Be a Better Audience, which had comment discussion that rivaled the awesomeness of the original post.
To add fuel on the fire, I had a great side DM discussion with @ambercadabra during one of her webinars last week where she invited me to disagree with her on a certain topic.
The limited number of folks in the social media space who know me personally know that I’ll happily disagree if I feel passionately about a subject, but I don’t do that a ton here (my blog).
I don’t think it is intentional though… I don’t think saying the same things that everyone else says or talking about topics that everyone will click on is important. It is writing with passion, conviction, or just sharing what you know.
That leads me to this post.
Tonight I was followed by another self-proclaimed social media expert. I’m not going to bash on that, because in all honesty, there are folks that I DO consider to be social media experts despite the audible groans heard throughout the crowd if anyone says that.
My favorite thing about success is that you can’t fake it.
You can’t game the system (at least not for long). And for the most part, the thought leaders self-regulate the community, even if unintentionally. The cream will metaphorically rise to the top.
Think about the last networking event you were at. For the most part, whether it is someone who is mega-famous, or a bottom feeder like myself, if you can hold intelligent conversation and offer insight… you can talk to anyone. There aren’t as many cliques in social media as it appears. Smart people like talking to smart people. Followers don’t matter. Blog subscribers don’t matter. Popularity doesn’t matter. Authentic smarts matter.
I grow tired of posts about social media etiquette. Yes, it is very important, but to me it is pretty easy… be yourself.
If you’re an ass, people will know. If you’re a nice guy, people will know. If you have your act together, people will know.
Personal branding awareness is at an all-time high. Anyone off the street can start a blog, proclaim expertise, build a following, and appear to be one hell of a social media expert, consultant, guru, ninja, or whatever you prefer.
But who the hell cares?
If we spend our time policing against the imposters – we suffer.
Our communities suffer.
All of those things will work themselves out in the end.
What are you doing to improve your community?
So people of power with your Twitter followers, blog subscribers, advertisers, sponsors, etc… What are you doing to advance those around you?
I have been absolutely amazed by the folks I’ve met that are doing incredible things in their communities… even if it is taking the time to talk with anyone and everyone about what they’re doing and what questions they have.
I love seeing that and love you all for doing that.
Being able to monetize what you love and making your career feel less like work is extremely important, but there are plenty of times we can help others without expecting compensation.
That could be volunteering select speaking opportunities, helping high school or college courses in your areas of expertise or engaging with your community to the point of being helpful.
Nothing ground-breaking here, I just think we need to say: ask not what your community can do for you, ask what you can do for your community… or something like that.
Please feel free to comment on what you’re doing to help others through social media or in social media. The NCSU MBA course on social media is coming back this Fall and I’d love to add more of you as guest speakers. Thanks for taking the time to read this and please drop a quick comment if you have another minute. :) @cnmoody
Watch in real time: @southwestair and @thatkevinsmith
Feb 14th
This is starting to flare up now, but Kevin Smith (world famous multiple hat wearer) was kicked off of a Southwest Airlines flight.
It may have not been handled the best way (in my opinion, it wasn’t) and is blowing up QUICKLY.
Watch for yourself: Add a Twitter search for @thatkevinsmith and @southwestair to see the action.
Please note: there is vulgar language on Kevin Smith’s page if that bothers you.
If I were Southwest Airlines, I would get the CEO on the phone as of 20 minutes ago. Take it to the top. They are obviously trying to handle this on Twitter, but escalate, escalate, escalate.
What would you do if you were Kevin Smith?
What would you do if you were Southwest Airlines?
Is this an issue?
Create a social media dunking booth in your company
Feb 8th
It makes it pretty simple with that visual. If you want others using social media, bring them to a key event and throw them in the water. Immersion will do the work for you if you have any semblance of a fit in social media.
I used to think that a conveyor belt was how I should view that, but maybe that isn’t the best example. That requires more talking, teaching and explaining. The nature of social media will do that for us if we give it a chance.
This is a really short post, but does it need much more description? We need to measure things (that is a different discussion), but if you want more folks involved in social media, are you immersing them?
If you are a community manager, what are you doing to get other folks in the social media dunking booth? We’re talking a large cross-functional team to SXSW.
Do you have questions about companies using Twitter and Facebook?
Feb 3rd
If so, there’s an app panel for that. The Real Facebook and Twitter Results Panel at SoFresh Tampa will field your questions.
Do you want to know how Twitter can help you handle customer complaints?
How can Twitter increase your reach?
How can you add content without being spammy?
How can Twitter or Facebook improve the customer experience?
If you have any questions, please add them to the list at The Real Facebook and Twitter Results Panel.
The panel consists of Shashi Bellamkonda (@shashib) of Network Solutions (@netsolcares), Pete Scott (@PRscott) of IZEA (@izea), Jeremy Hilton (@jeremyhilton) of Mindcomet (@mindcomet), John Bernier (@bernierjohn) of Best Buy (@twelpforce) and Chris Moody (@cnmoody) of Bandwidth.com (@bandwidth).





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