Bye Bye Birdie?

“Facebook, yes. Twitter, no,” he said.

My oldest son, a college student, told me today he has taken some drastic measures to manage his social media use. Like, shutting down Twitter. That’s fine, I can understand that. He did so because he didn’t see the utility of the tool, and he also found it too distracting. It isn’t that he sees no value in the micro-blog/news and info burst that is Twitter. Rather, he doesn’t care to engage in reading – or sending – tweets. He has other things to do, bigger things (like big reading lists and papers, and people, too).

I thought this was interesting, since I’ve been reading some things lately that indicate Twitter is tending to be an older person’s tool (apologies to the “older” 30s readers).  There is research that younger web users are not flocking to Twitter (pardon the pun):

8% of Internet users ages 12 to 17 use Twitter, but…73% of wired American teenagers use social networking sites (like Facebook)

Anecdotal evidence from other parents affirms what my 18 year-old son has told me: Young adults “just aren’t into Twitter.” Sure, they use Facebook, but not Twitter.

I’ve yet to really figure out the reasons for this. But I’ll admit that I’ve got a little voice inside my head that tells me they might be right here. “Maybe you’re fooling yourself about all this Twitter-mania. Maybe it isn’t ‘the next big thing’ that you hoped. Maybe you’ve been an early adopter on a losing technology/tool.”

Now, I’m not ready to give Twitter up yet. And I’m not suggesting that Twitter users don’t have other things in life, and so they waste hours a day broadcasting the littlest activities and thoughts.

I tweet a fair amount myself, although I am hardly a power user.  And I think the benefits of Twitter are here to stay, much like this writer in the New York Times.  At times I do wonder, however, if there’s going to be a positive, lasting effect to the time spent on Twitter.

Now, don’t share my self-doubts with my wife, please. She already disdains much of the web’s offerings, and I don’t need to validate any of her assumptions.

I’m not ready to say, “Bye bye, Twitter.” In fact, I’ll be tweeting a link to this post! But if you have thoughts – either way – about Twitter, I’d love to hear them.

Social Media Is great, But Does It Work?

With all the buzz these days about social media, have you ever considered how you can determine if your Twitter feed is really worth maintaining? Or if that company blog is important enough to continue? Does this great new world of interconnectivity (is that a word?) really work?

Here’s an article which captures 100 different ways you can measure the effectiveness of your social media effort. For instance, here are a few of the items listed:

• Downloads

• Uploads

• User-initiated views (e.g., for videos)

• Ratio of embeds or favorites to views

• Likes / favorites

• Comments

Check out the entire piece, and I’d especially point out the comments at the bottom.

They Tweet For Money – Would You?

Interesting article about Twitter users who post ads for money. You mean my friend’s Tweets might be ads? Yup.

So, would you mind pulling in a few extra thousand dollars a month this way? Is this selling out? Do you mind when folks use Twitter this way?

Methinks the Twitter revenue model might just explode with this kind of micro-ad sales. Isn’t anything pure anymore?

Bye Bye Cable?

Upfront, I’ll admit I use cable for my internet and telephone services. And I’m generally pretty happy with the service, although I wouldn’t mind trimming the cost a bit. Also of note: I don’t have cable television – just don’t want to watch TV that badly.

Now, I seem to be in the minority for a couple of reasons. First, I just don’t watch television. Alright, sometimes I do – if I am traveling, or at someone’s home. But the only TV shows we watch are Sunday kids programming (before we head to church). Secondly, as mentioned, my experience with the cable company has been positive. From what I can tell, that is unusual.

Here’s an article that caught my interest because it suggests that cable television could be a thing of the past, if Apple has any success at all with a subscription TV concept they’ve been shopping around.

Now, I don’t know if Apple will ever get any traction in this space, but being an Apple fan, I hope the company does have a win in the television space. There could be better service, cheaper prices and, oh, I don’t know, a new piece of Apple hardware?

Twitter Growth

First came news of an infusion of $100 Million. Then statistics that show Twitter is still growing at a very fast clip.

A recent report by eMarketer.com says at least 18 million adults access Twitter on any given platform monthly. That’s a 200% increase over 2008 estimates! Additionally, eMarketer projects that Twitter users will total 26 million by next year.

Of course, not every user is a frequent user. Previous studies show that many people try Twitter once or twice – and then give up. Still, interest in the service is growing, and a financial model is being refined, so expect Twitter to stick around for some time to come.

Meanwhile, how are YOU using Twitter to promote your brand, spread your message, cultivate your tribe (er, flock?)?

Thanks For Twitter Habit Info!

Thanks to all the folks using Twitter who responded here – and at my Facebook account- sharing your Twitter habits. Seems that the folks who follow me Tweet multiple times a day, way more than the “once-in-a-lifetime-average-tweet” cited in the post I cited.

And, as already noted in the twitterverse, congrats to contest winners @jmsierra and @wmarkwhitlock! You’ll enjoy your @jeffcaylor “Okay” album and thumbdrive!

Media Messaging: 10 Ways To Think Outside The Box

Do you think much about ways you can push your message outside of the usual distribution channels?  For instance, if you are in the radio business, have you given consideration to ways to utilize print, web and even television to gain listenership? If you are all about publishing, have you thought about ways to harness other channels, including free downloads, in order to increase readership?

Far too often, we get into ruts, boxes, whatever you want to call ‘em. We think in singular terms about what we do and how we measure effectiveness. These days, that kind of thinking will probably lead to unemployment! That’s why I liked the summary in this article about ways to distribute your content and extend your brand.

Maybe you have something you’d add to this list? Regardless, good prompting to consider “out of the box” thinking for those who have a message!

Does Facebook Help Or Hurt?

I’ll admit to being somewhat fascinated by the social media craze. I am not afraid to jump into the water and try new things out, and I’ve become rather conversant about blogging, Facebook, texting and Twitter. I think I’m pretty balanced when it comes to these technological tools, not addicted to them, nor ignorant of their power.

In all things moderation? I try. And yet the line is fine, and at times I wonder if these new ways to communicate are helping – or hurting – relationships. I especially think about this when I see my teens wanting to spend hours online…fortunately, they want to have “face time” with their friends even more.

Here’s one perspective about social media and relationships. It is worth reading, in which the writer suggests that Facebook, among other things, is ruining friendships. And here’s a more positive view, that social media creates community, something for both parents and business people to consider. Finally, a quick read for those who are overwhelmed by all this quick communication.

What Best Buy Could Do About The $9.99 Flat Screen

There’s been some news coverage of the typo on Best Buy’s website offering a 52-inch flat screen TV for just $9.99. Of course, there’s a clause in all advertising indicating that sores don’t have to honor mistaken prices, and I understand why Best Buy refused to offer the $2,000 television for under $10.

Overall the reaction by many consumers seems to be one of anger. Certainly the tone of the media coverage is negative, not positive. Some customers protested so loudly that one store manager threatened to have them arrested. Ouch, that’s not a good scene, and that’s not the kind of response that is likely to generate goodwill.

What could Best Buy have done to mitigate the backlash?

If I were in the head office, here’s how I’d prepare to deal with angry customers coming into our stores.

~~~~~

Memo to: Store Manager

From: The boss

Re: Customer satisfaction incidents

In light of recent events, in which a $3,500 item was mistakenly offered for $10, you are directed to be prepared for mistakes on our website or in our printed advertisements. While our company does have a policy for such incidents, it bears repeating that you must have a contingency plan in place for dealing with typos within advertising or online.

Proactive Training

Train all store employees – every one of them – to think as our customers think. This applies to everyday interactions as well as special circumstances (like this one). When we put ourselves into the shopper’s shoes, we can better serve their need and better address their complaint.

Isolate Irate Customers

We don’t want mad, loud folks standing at the checkout area yelling at the first employee they can find. This will cause shoppers to be distracted, and will send a shock wave through our store.  Instead, identify a special section of the store, preferably at the side or near the back, that will be the “complaint satisfaction area.” You are to gently direct all upset customers to “kindly step over there so we can hear your concern and see what we can do to make things good.” It is imperative that we re-direct disappointed customers to a location that is out of the heavy traffic flow areas. In the event of an incident, every available staff will be in this section of the store to serve customers.

Assuage Irritated Customers

First, offer water, coffee and/or a cookie to the individual (you will have already identified an employee who secures and sets up a refreshments table). We want to show we care, and by giving them something we demonstrate that we’re not in a combative mode, but in a friendly, welcoming posture.

Then, take the lead and sit down for a face-to-face conversation (you’ve already identified employees who will arrange chairs and be sure that nearby sound systems have had volumes adjusted). You want this to be a personal, high-touch interaction.

Key principle: Listen. After carefully listening – not arguing, but truly listening – to the customer, calmly tell them what you heard them say is their core concern. Use a phrase like, “OK, here’s what I hear you saying…” First and foremost, that customer wants to be heard, and by repeating back to them what you think they’ve really said, you are conveying active listening.

Next, offer an apology. The customer knows we made a mistake. You know it. Now admit it. Be honest, be direct, and don’t tack on any excuses. “I’m very sorry for our mistake. I know this has inconvenienced you, and that you are disappointed.”

Finally, offer a solution. The customer wants justice! It isn’t that we need to meet their expectation 100% in this particular matter, but we had better do something serious to show we value them as a person and as a customer. Start with something reasonable, but not insulting.  Find a meaningful way to meet the customer where he or she is at, and offer a significant discount on a similar item. Be generous, and give more than the customer expects. Wow them! Be prepared to make this a loss-leader incident. We can afford to lose a little money – but we cannot afford to lose even one customer!

Final Words

Your goal is to make amends with every person who has been disappointed or upset by this mistake. We want to make sure they leave our store with a sense that we care, and that we’ve been willing to take a loss to keep them satisfied. That is the kind of experience that will generate positive word-of-mount and media coverage.

And by the way, store managers who make newscasts for threatening a customer, regardless of the nature of the incident, are likely to be terminated. If you can’t model customer satisfaction, you’re in the wrong role – and company.

~~~~~

Well that’s my two cents on this (latest) Best Buy problem. Here’s another take, from someone who ordered one of those $9.99 televisions.

Facebook At Work?

According to a recent study, reported in MediaPost, use of Facebook by workers is causing a measurable loss of productivity. For instance,

• Those who access Facebook at work do so for an average of 15 minutes each day
• 87% of those who access Facebook at work couldn’t define a clear business reason for using it

So, how about you? Here’s what I’d like to know:

1. Do you access Facebook, Twitter or other social media at work?
2. If so, do you visit these sites for work-related reasons?
3. What’s the average amount of time you are on social sites per day while at work?

Leave a comment — I’ll be in contact with one respondent, randomly chosen, to receive a free book.