Posts Tagged '#socialmedia'

15 Things I’ve Learned from 138 Social Media Tweetchats

More than 2 years ago Jason Breed and I decided to create a Tweetchat.  The format was pretty simple, we would find a killer, compelling host in the social space, like a Beth Harte who was our very first host, and we’d pick a killer, topical, compelling, subject. After we settled on the topic, we  would collaborate on 3 questions and off we would go to promote it for the following Tuesday. We also decided to create a killer, award winning, website thanks to developer Terry Mckyton that would captures all of the conversations in real time and even allows you to tweet from the site, but other than that, we were ready to go have Tweetchats. Boom.

When Jason first called me, he was looking for ways to  brand  his previous company. At the time, the Tweetchat, “Journchat“, was on fire and that was our inspiration. In the course of about a 1 minute conversation, Hashtagsocialmedia was born.  We had no idea that 2 years and 138 tweetchats later, “Hashtag” as we call it would still be chugging along.

So what have I learned?

1) Tweetchat’s don’t work w/o participation. From having great hosts to having great participants, you need both to succeed.

2) The content comes from the crowd. The gold is in the conversations.

3) Trolls can easily be exposed and don’t last long, but contrarians can bring balance and perspective.

4) There is always a retweetable soundbite that can sum up the discussion. Always.

5) There is never a shortage of topics though some seem to be more popular than others.

6) Passion is never on short supply.

7) Smart people are everywhere.

8. The generosity of the hosts has always surprised me and yet doesn’t.

9) The value of the conversations lasts longer than the Tweetchat

10) We can always learn and takeaway something even from sub-par Tweetchats

11) Every Tweetchat will be different. No two are the same.

12) There is a ton of room for growth for all Tweetchats.

13) There needs to be a next gen level of Tweetchats

14) Businesses, brands and companies should incorporate tweetchats into their marketing mix

15) People actually learn from tweetchats.

I could easily come up with 123 more “things” I have learned, because I have learned something from each and every one of them, but the point is, there is always a takeaway. In fact, not only have I grown from these Tweetchats, but also from the half dozen others that I pop in to from time to time. The bottom line is that Tweetchats are a tremendous opportunity to network, grow and expand your user, knowledge and friend base to the nth degree.

I’m better because of our Tweetchat, I’m better because of the people I’ve met from them, and I know it brings value to others and that makes me feel pretty damn good. Tweetchats work. So tell me, have you participated in our or any Tweetchat? What has been your experience?

There are no take backs in social media…

 

Originally I was going to write about how NFL players not playing this past Sunday were tweeting during the NFC championship game about  how Quarterback Jay Cutler seemed to NOT want to go back in the game because of a perceived injury to his knee, how he was not tough, how he was soft, how he lacked heart. Little did they know that he was actually hurt. They were reacting more to his body language, to what the camera showed us or by what was being said or not said during the telecast. Little did they know that thousands were reading what they were tweeting.

I was going to talk about how the players NOT PLAYING  tweeted things I’m sure in hindsight they wish they could have taken back about one of their peers. How they didn’t know the impact this was going to have. How Jay Cutler couldn’t even defend himself given that the game was going on. It was compounded by how quickly it became viral over the course of the next 24-48 hours. Some players retracted what they said through additional tweets AFTERWARDS but the fact of the matter was that the tweets are there to be seen, searched and read by thousands. FOREVER!

Well if this authority figure or this well known former or current player said it or thought it or tweeted it, it must be right? It must be true. Right???

Yep I was going to talk about how athletes should be careful of what they say about themselves or others especially on social networks. Until it happened to me. This is one of those valuable lessons that includes more than public figures. It’s about you and me and how we treat others. And I feel awful about it. Let me give you a quick background.

I joined a private group in Facebook. It was a fun irreverent group of like minded professionals initially talking about the stuff, the challeneges , and the issues we face every day. But the tone of the group slowly shifted or evolved into something I didn’t really recognize anymore. I felt somewhat uneasy about the change and actually thought about leaving the group prior to; but I still fired up the machine to see what was being talked about and to contribute.

What happened was I got caught up in the bashing of a colleague and peer who I have respect for. He wasn’t there to defend himself. He wasn’t part of the group. It wasn’t fair. It’s one thing to critique a blog post-Hey we all write crappy ones from time to time, but taking it down a notch was not fair. I didn’t defend him, I joined in and kicked him too! It was there for people to read and comment on what I said. Most didn’t notice but I did. It’s bothered me ever since.  I know better. Not just the fact that it was on a social network but this has to do with civility and respect.

Afterwards, a good friend who was there and who actually defended this person, took the time to point out to me that I was better than that. She was right. I just wish I had realized it before. Sure it was in a private Facebook group but I can’t take back what I did and naming names does me or this blog post no good, but there’s a valuable lesson here. It’s one in which I’ve told companies about and probably fuels a lot of their trepidation of social media engagement.

Once it’s out there, it’s out there for everyone to see. It’s in ink not pencil

Sometimes, the hardest lessons are the ones you have to experience first hand. The NFL players who tweeted about Jay Cutler probably wish they could take back what they said, and so do I. It’s not part of what I am about. I can do better. I apologize. Like I said, there are no take backs in social media.

The Intersection of Customer Service and Social Media

The conversational divide…

I have a couple of quick questions: Does social media allow customers to get their issues resolved quicker than if they were to use traditional means? Does whining via social media move you to the head of the line? In a recent article in Adage the answer may be yes but below the surface there is an easier explanation.

If I’m a disgruntled customer, or just someone that is trying to get something resolved with a company I’m doing business with, chances are I’m going to go the traditional route; Phone, email, live chat, trouble ticket, phone again..It’s what I know-it’s how I am conditioned. Right?

What if I’m getting nowhere? And I know this social media thing might give me any time access to a company to get my problem resolved? Or at least to be heard? I should do it, right? Absolutely!

On the flip side, If the company is listening and monitoring, that company now has a chance because of social media, to get it right or to fix things before they spiral out of control. Right? And let’s face it, all the customer wants is to get their problem solved-that’s all.

But if said company screws  it up, or if I’m getting nowhere-what were my options in the past? Does this look familiar? Phone, email, live chat, trouble ticket, phone again..It’s what I know-it’s how I am conditioned.

According to Pete Blackshaw of Nielsen Online Digital Strategic Services, he thinks that social media is disrupting the harmony between departments when it comes to dealing with irate customers.

I say screw that. That’s their problem, not mine. I’m the customer and now finally, the tables have been turned. Social media is my ally. Treat me right and I’ll tell everyone how great your company is-if you don’t, then watch out.

#SocialMedia Tweetchat #35-Stop Campaigning & Start Conversing – The New Marketing Paradigm

conversation

 

 

 

 

 

 

 

 

 

Build a relationship, garner trust and a customer will never leave.  Sounds pretty easy!?  In fact we have been talking about it since the dawn of time (social media time anyway) with the Cluetrain Manifesto that started in 1999 and identified that the Internet has forced marketing to be more about conversations than messages.  Since then we have Valeria Maltoni the Conversation Agent (a past moderator here), a great book called Naked Conversations written by Shel Israel (an upcoming moderator) and Robert Scoble and countless other examples.  So why is it that companies still market via campaigns and agencies still win business with this approach?

A classic example of movement for the sake of motion? Possibly.  Consider all the money and effort that goes into concept, strategy, creative, execution of marketing campaigns.  Brands spend all that time creating a pitch to consumers, introducing themselves time and time again, selling stuff to unwilling customers then when it’s done, they see how much product was sold, cut off the pitch to those customers and prospects then rinse and repeat the whole daunting process all over.  So where is the conversation part of this we have been talking about now for at least 10 years?  Not the cordial, “wave to each other at a cocktail party” conversation but the relationship conversation that lasts for months, years or longer?  The conversation where you find out what each other needs and wants (notice I said both), you know, a real relationship not a manufactured one.

So what does that look like and how do marketers break out of the campaign mentality?  Think about the impact of this scenario: A company with multiple brands has a consolidated marketing department focused on customer relationships.  They are in charge of courting the consumer and understanding how they live, work and play.  From that relationship, the company understands what products (Brands) can help that customer and how they add value to that consumer’s life.  Then the Brands become stewards for helping those customers buy the things they need (considering people like to buy things yet do not like to be sold).  The company pours their monies into acquiring a customer once then facilitating their purchases across the various products.  This is very different than what happens today as each Brand pays to acquire the same customers over and over across all brands independently.  This may be some utopian dream to many but the speed of communicating and the ubiquity of access to communicate is forever changing the old norms and customers have left that station.  Companies need to figure out how to adapt and soon.

We are very happy to have Tom Martin moderating this topic on tuesday.  Tom spends a lot of time in this space covering all aspects of branding, marketing and social media and brings a creative approach to his work.  He will help us work through this topic and facilitate a great learning opportunity for all of us.  The topic and questions will be:

Stop Campaigning and Start Conversing – The New Marketing Paradigm

1) What is the difference between a marketing campaign and a customer conversation?

2) How do agencies have to change in order to create conversations instead of campaigns?

3) What are some examples of brands or agencies that have succeeded in making the jump from campaign to conversation?

The chat will take place Tuesday 11/24 at noon EST.  We will use the #sm35 for the event

 

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10 Killer Social Media and Web 2.0 Links

What people say about a brand or a company is equal, if not superior, to what the brand or company says about itself.-Me

I told you I was tapped out creatively on Twitter, but here are the 10 links I promised you.

Prezi

BuzzGrader

Skip1

Blue Fuego

Slick Plan

Peer Set

The 8 Irresistible Principles of Fun

Top 10 Social Media Presentations

10 Social Media Strategies From Top Brands

Attention

Lastly…

True Social CRM should be invisible for the vendor and transparent to the customer-Me again

Hashtag social media launches

One of the great things about collaboration, social media, and the power of truly thinking outside the box, is that when you put words into action the finished product can be oh so cool. That is the case with Hashtagsocialmedia.com.

The idea for this came out of roughly 2-3 meetings with Jason Breed of Neighborhood America. It bubbled up over a desire to really try and extend the social media conversation beyond the boundaries it was currently taking place in, and do it in a collaborative and open environment.

6 weeks later, here we are.

sm

The premise is simple. Using the #journchat  theme of a hosted discussion we’ve decided to structure 1 hour per week (Tuesdays at 12pm eastern) around hot topics and issues that concern #socialmedia. With a guest host/moderator to keep the discussion moving forward, we hope to create some unique perspectives and POV’s on social media business issues.

So our first guest host is none other than Beth Harte Beth brings a tremendous amount of passion, experience and tell it like it is attitude to everything that she talks about, writes about and does as it pertains to social media and marketing. She is the perfect first choice.

We hope you can join us every Tuesday at 12 noon est. To help us take the business of social media into new directions


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Marc Meyer is a Digital and Social Media Strategist at DRMG. This is my personal blog where I share observations, thoughts and opinions that are all my own.

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