The Secret to Success with Social Media: Great Client Service August 27, 2009
During the past year, my colleagues and I have been asked how communities can promote themselves using social media. At first glance, it seems straightforward: sign onto a social networking site and fill your updates with positive information about your region. At times, though, this is done without proper evaluation on whether the content provided is what your target market – whether it’s travelers or potential investors – want to hear.
Case in point is a conversation we had with Peter Shankman at Development Counsellors International. The founder of HARO and influencer visited with us at our offices for an information exchange on social media marketing.
When asked what his thoughts are on the best social media use, Peter answered, “It’s listening, reacting, and then listening again.”All of these attributes are central to great customer service. Peter later explained that social media is not Web 2.0 or even Web 3.0. Social media is about life, and, in life, people speak about their experiences.
So, how do you treat travelers, potential investors or location advisors when they visit your community? How does your treatment differ from others? How does your organization foster that relationship?
When it’s done exceptionally well, your partners and stakeholders will talk about it. Positive information about you will travel through word of mouth, including social media sites.
Here is a case study that has been circulating the blogosphere these last two days. A McDonald’s employee named Mary takes such great care of her customers, a Facebook fan page called “I love Mary @ McDonalds Chandler” was created. The page attracted more than 700 fans to the site. Bloggers started to write about it, and local newspapers reported on it. And while this was all happening without McDonald’s knowledge, I can bet that the company is seeing even longer lines for their drive-through service.
So, do you want your community to have success with social media? Follow Peter’s advice and Mary’s example: provide great client service and don’t forget to listen.
Great insights Jessica. Peter Shankman is so right! Didn't our mothers always tell us that listening is important. Listening, reacting and listening is exactly what great client service involves no matter what medium you are using. I'm going to strive for the I Love Sandy in North Dakota page ... no really, but what a testament to a great client experience.
Great thoughts of jesica.
Listening is very important in every sense. For example : Good listener can sell their product easily coz he can understand the oponents perception.or buying behaviour.
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So, do you want your community to have success with social media? Follow Peter’s advice and Mary’s example: provide great client service and don’t forget to listen. 
Great insights Jessica. Peter Shankman is so right! Didn't our mothers always tell us that listening is important. Listening, reacting and listening is exactly what great client service involves no matter what medium you are using. I'm going to strive for the I Love Sandy in North Dakota page ... no really, but what a testament to a great client experience.
Thanks for the comment, Sandy. Let us know if you ever start that "I Love Sandy in ND" page. We'll be fans ;).
Great thoughts of jesica.
Listening is very important in every sense. For example : Good listener can sell their product easily coz he can understand the oponents perception.or buying behaviour.
In most cases I don’t post on blogs, but I want to say that this post really forced me to do so. Really nice post!
I enjoyed reading your work! GREAT post! I looked around for this... but I found you! :) Anyway, would you mind if I threw up a backlink from my site to your site?
I just wanted to leave a quick comment to thank you for your post! I really like your blog site!!! Would you mind terribly if I put up a backlink from my site to your site? Keep up the great work!
Hello admin, I found your blog from google and read a few of your other posts and I must say they are superb, please keep up the great work!!!! Greets,
A thoughtful insight and ideas I will use on my blog. You've obviously spent some time on this.
Thank you so very much for putting this online.
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Hiya, you have really great info there, Thank You because I find this info very useful to me. For me as an blogger, I work with Outlook as my email client and with the help of Emails Sorter Wizard, an Outlook add-in, I manage all my email. I am sure huge amount of people will benefit from your blog.
This is such a great resource that you are providing and you give it away for free. I enjoy seeing websites that understand the value of providing a prime resource for free. I truly loved reading your post. Thanks!
Hello! I came across your webpage by chance, I was digging around the worldwide web for goji berry supplements when I came upon your webpage. I’m happy I found it. Just what I was looking for. Subscribed to your RSS feeds, I will be back later
We just couldnt leave your website before saying that we really enjoyed the quality information you offer to your visitors... Will be back often to check up on new stuff you post!
We are a group of volunteers and starting a new initiative in a community. Your blog provided us valuable information to work on.You have done a marvellous job!
It can cut out your offline merchandising tolls too if you get it finished the right way. Observing someone who not only does SEO but does the content conception and distribution for you as well as keyword search, updating content on your site and blog, having professionaly composed releases at small prices as observed above is what suits many small business proprietors and yet there are many another who attempt to do it themselves, they get amazed as they dont have the cognition or the technical skills to do it quickly and they renounce. Thank you for this article! I've just found a truly marvelous web 2.0 source about panda marketing Seek it!
To marketplace in conditions of high-performance rather than cost, and in order to specialise consequently, you need to play along the classical format of the 4 Ps marketing plan. That is, Price, Product, Place and Promotion obviously you recognise the serious properties of the merchandise, and the cost, but for place you should think nearly the type of mass who are willing to give over 4x price of competing production whereas the low-cost option may be sold where emphasis is on cost, your product will be suited to places/distributors where the customers will be willing to pay for quality. Thank you for this article! I've just acquired a surely unbelievable source about seo marketing Try it!
I liked reading the fantastic tidbits you have to distribute here.
Very interesting way to market on facebook. I also found a way to automate a couple very powerful methods of getting users. You can harvest ID by groups or pages or wall posts with this software. Then once you have them you can do a friend request to your profile or sudo profile. This by passes the captcha codes too. There is also a cool chat program that you can setup scripts and keyword to work with. This program, when I use it I can see a spike in my site traffic. It is awesome...
Fantastic siteand great content. Thanks for the very informative and timely content. Please keep up the quality. Thanks...
Very good post. Thanks for sharing.
Very nice article.. Thanks for sharing..
Your flexibility on this matter creates freedom for thinking out loud and enables everyone to share their opinion.
Non-existent customer service at Natwest and complete lack of any attempt at complaint resolution.
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Haha!!! Excellent work! Those dudes at your competition (you know who) don't even have a clue! Keep it up!