March 13 Best of Twitter – Know Where You’re Creating Value, Where You Want to Create Value
“Remember that an engaged customer is a highly valuable one.” 10 Ways to Measure Social Media Success
“Rushing into social-computing initiatives without clearly defined benefits for both the company and customer will be the biggest cause of failure…” Gartner Says Companies Need to Pursue Four Steps to Harness Social Computing in CRM
I’m hearing a lot of two extremes right now: social media is useless fluff, and social media is the magic bullet. The truth is somewhere in the middle, and depends on your business, your industry, and your customers.
Put it into action today: Think about one thing you’d like for your audience to know about your company/product, and put it into a blog post, a tweet, or even one phone call to one person.
“What’s” are the specific things a business needs to accomplish, as opposed to the process they typically use to accomplish it. Some are high value; some are not. Understanding the difference can give you great insights into where you can safely pare away and where you should leave well enough alone. A Better Way to Cut Costs
Put it into action today: Brainstorm the “what’s”. Work with your team to figure where you’re creating value for your customers. (Then go validate it through a quick and dirty survey)
“Stop looking at your member count to determine whether your community is successful, and don’t expect (or even ask for) rapid growth. Real relationships take time to develop, and if you want a real community based on real relationships, you need to be in it for the long haul.” Member Count Not a Measure of Community Success
Put it into action today: Think of a question that you’re afraid to know the answer to, and ask it. On your forum or blog would be great, but if you’re not ready for that, ask via private mail. But take the first step towards ceding control.
” to a larger extent than you probably realize, your environment dictates your actions… So don’t fight yourself to change your behavior in the midst of the wrong environment; just change the environment.” The Easiest Way to Change People’s Behavior
Put it into action today: Think about a result you want (a co-worker to stop doing something, a customer to start doing something, etc.) and brainstorm “How can I make it as easy as possible for this person to do this thing that I want?”
It could be asking a multiple-choice question instead of an open-ended one to your users (reduce their thinking time). It could be proposing 6 meeting times instead of 2 to a customer (increases the odds that their calendar will be open for one). It could be walking through a whiteboard exercise with someone instead of waiting for them to do it on their own (reduces their chance for procrastination, interactivity increases the odds of you getting exactly what you need.)
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