Comments on: Social Media Outreach is More Than Saying “I’m Sorry” http://blog.tippingpointlabs.com/2009/11/qwest/ Each podcast takes a unique and interesting journey into the world wide web. Exploring various aspects of what makes people successful on the internet. Content is the key to success. Sat, 13 Mar 2010 13:32:56 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Josh Cole http://blog.tippingpointlabs.com/2009/11/qwest/comment-page-1/#comment-1002 Josh Cole Fri, 27 Nov 2009 19:28:58 +0000 http://blog.tippingpointlabs.com/?p=7188#comment-1002 Hi Dan, Thanks for your very thoughtful and insightful comment. I think the baby is an interesting point. And if I could push the metaphor. I would say instead of one baby, you actually want to have a steady stream of little babies that your customers can snuggle -- a steady stream of valuable content. :) Hi Dan,
Thanks for your very thoughtful and insightful comment. I think the baby is an interesting point. And if I could push the metaphor. I would say instead of one baby, you actually want to have a steady stream of little babies that your customers can snuggle — a steady stream of valuable content.
:)

]]> By: Dan McCarthy http://blog.tippingpointlabs.com/2009/11/qwest/comment-page-1/#comment-1000 Dan McCarthy Thu, 26 Nov 2009 00:58:00 +0000 http://blog.tippingpointlabs.com/?p=7188#comment-1000 "A lot of outages? Show us a video of how you fix those. Let us trust your process. Delays in setting up service? Show us how you’re already on that problem and fixing it. Maybe it’s not perfect, but a little behind-the-scenes goes a long way. As for Twitter, use the 4-1-1 rule. Show that you have more to say than “I’m Sorry.” Talk about great programming. Tweet links to blogs posts that you find valuable. If you’re going to have “regular people,” let their business-oriented interests shine through. They should be leading the discussion, not racing to catch up." This is solid stuff, and the fact that its not obvious to Quest is a symptom of a larger issue, that being no matter how with the times and up to speed on new content/customer interaction models a company is, they need brainstorming and creative measures to see the forest through the trees. These days, any company or brand who is implementing web content and two-way communication with clients needs to realize you only have about 3 chances to get it right before you sour the image consumers have in their head about just how "interactive" you are with them. If you talk "to" them, well, that's a one way road that nobody wishing to go down the opposite direction (read: give feedback) will waste valuable time doing if all they receive is apologies and vapid commentary. A wise man once said: "Don't tell me about the pain, just show me the baby". Customers, loyal ones anyway, may be willing to hear about he pain, but only for a very short window of time, and if there's no baby after that they're just going to leave the hospital - and badmouth it to all their friends along the way. “A lot of outages? Show us a video of how you fix those. Let us trust your process. Delays in setting up service? Show us how you’re already on that problem and fixing it. Maybe it’s not perfect, but a little behind-the-scenes goes a long way.

As for Twitter, use the 4-1-1 rule. Show that you have more to say than “I’m Sorry.” Talk about great programming. Tweet links to blogs posts that you find valuable. If you’re going to have “regular people,” let their business-oriented interests shine through. They should be leading the discussion, not racing to catch up.”

This is solid stuff, and the fact that its not obvious to Quest is a symptom of a larger issue, that being no matter how with the times and up to speed on new content/customer interaction models a company is, they need brainstorming and creative measures to see the forest through the trees.

These days, any company or brand who is implementing web content and two-way communication with clients needs to realize you only have about 3 chances to get it right before you sour the image consumers have in their head about just how “interactive” you are with them. If you talk “to” them, well, that’s a one way road that nobody wishing to go down the opposite direction (read: give feedback) will waste valuable time doing if all they receive is apologies and vapid commentary. A wise man once said: “Don’t tell me about the pain, just show me the baby”.

Customers, loyal ones anyway, may be willing to hear about he pain, but only for a very short window of time, and if there’s no baby after that they’re just going to leave the hospital – and badmouth it to all their friends along the way.

]]> By: Josh Cole http://blog.tippingpointlabs.com/2009/11/qwest/comment-page-1/#comment-882 Josh Cole Thu, 12 Nov 2009 09:23:13 +0000 http://blog.tippingpointlabs.com/?p=7188#comment-882 perfect. thank you. You are good at listening and understading. perfect. thank you. You are good at listening and understading.

]]> By: Brad Schwarzenbach http://blog.tippingpointlabs.com/2009/11/qwest/comment-page-1/#comment-881 Brad Schwarzenbach Thu, 12 Nov 2009 09:00:34 +0000 http://blog.tippingpointlabs.com/?p=7188#comment-881 Josh, I've added some at the end that kind of ties up the concept of consumer feedback channels. Let me know what you think. Josh, I’ve added some at the end that kind of ties up the concept of consumer feedback channels. Let me know what you think.

]]> By: Brad Schwarzenbach http://blog.tippingpointlabs.com/2009/11/qwest/comment-page-1/#comment-880 Brad Schwarzenbach Thu, 12 Nov 2009 08:11:10 +0000 http://blog.tippingpointlabs.com/?p=7188#comment-880 Josh. Wow! This is really, really good. The only other thing I'd like to see would be some larger context ideas at the end. So many companies use Twitter the way Qwest is. Position your ideas as an opportunity for brands to get ahead of potential support issues and dulling the sting when major catastrophes occur. Josh. Wow! This is really, really good. The only other thing I’d like to see would be some larger context ideas at the end. So many companies use Twitter the way Qwest is. Position your ideas as an opportunity for brands to get ahead of potential support issues and dulling the sting when major catastrophes occur.

]]>