Are You Listening to Your Customers?

Last week, Kathy Heil posted a blog about a mishap with United Airlines on this site. She essentially pointed out what a terrific job UA did in handling the lost baggage. While inconvenienced, Kathy’s point was that the airline made a mistake, but their customer service did an exceptional job in handling the mistake. Yet, when she pointed out to them both in social media and through e-mail discussions, she received “canned” responses apologizing for their error. Huh?

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Tags: customer service, media relations, Seth Godin, storyteller media and communications, United Airlines, Video Services

Hopping on the Social Media Train

I continue to be amazed, overwhelmed, excited, and challenged by the staggering amount of social media content published on the web today.  There are subject matter “experts” that emerge daily, there are webinars, symposiums, universities (I am attending the Social Media Magic University as we speak), blogs, and more blogs.  There are superfluous numbers of Flip cameras circumventing venues providing vignettes from the presenters demonstrating all that you missed by not attending.  Most days this frenzy can make your head spin if you let it.

As a student of social media, and aren’t we all, really?, I decided early on to rely on the wisdom of just a handful of experts that I could connect with, those whose content spoke to me, and to stop right there.  I read as many books and blogs of Seth Godin, David Meerman Scott and Chris Brogan.  If I went too far beyond that audience in the beginning I began to get anxious.  I wanted to know “it all”.  Several months into my social media studies I realized that nobody knows it all and even the “experts” are on a journey with no road map.

So don’t be intimidated if you are just hopping on the social media train.  It is a journey, a destination is yet to be defined and it is heading in one direction, forward, with no plans on turning around.  Just hop on.

Tags: Chris Brogan, David Meerman Scott, Flip cameras, Seth Godin, Social Media Magic

Seth Godin Talks About Whether Social Media is Good for Biz

I stumbled upon this clip of Seth Godin in which he talks about the value of social media in business.  Seth has always had an interesting take on social media and if you haven’t seen him, check this out.  By the way, Seth Godin is the keynote speaker at the 2009 MIMA Summit in Minneapolis in October.  Check him out!

Tags: 2009 MIMA Summit, Seth Godin, Video of the Week

The Power of Social Networking is in Helping Others

Seth Godin has a great perspective on networking, whether online or in person. Essentially, he says “help people,” and they will in turn help your business. It’s so simple, but I think sometimes we lose track of the real purpose of networking and how it can benefit our business. How often do you go to “networking” lunches or an after hours get together, press hands and exchange cards looking for leads? It happens all the time and infrequently does it lead to anything.

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Tags: Seth Godin, Social networking, valuable relationships, Web Video