tag:blogger.com,1999:blog-2031530258657685977.post1933840410819468454..comments2023-10-03T02:30:40.858-07:00Comments on Words Done Write: Ignoring loyal fans: A social media how-NOT-toAmber Avineshttp://www.blogger.com/profile/12669243706547763362noreply@blogger.comBlogger53125tag:blogger.com,1999:blog-2031530258657685977.post-25144141763194755572011-09-12T19:44:42.761-07:002011-09-12T19:44:42.761-07:00I couldn't agree with you more, Ricardo. Being...I couldn't agree with you more, Ricardo. Being heard. It's so simple, yet so often overlooked. <br /><br />I mean if someone started an #AmberChat about how great I was and got people to chime in their Amber rocks stories for two hours, I'd certainly make sure to, at the very least, thank everyone. Seems like a no-brainer, doesn't it?<br /><br />Thanks for sharing your experiences on the topic. Always good to have real life examples of what's working---and what's not ;-)Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-76783493784707782292011-09-12T16:31:56.727-07:002011-09-12T16:31:56.727-07:00I'm kinda bummed out about this one. I know my...I'm kinda bummed out about this one. I know my comment is a little bit late, and that Sharpie responded, but still, I feel like an opportunity was lost in the moment. <br /><br />Even from a Customer Service perspective, all people want is to feel heard. I deal with this from the company side, we get clients who are either: venting, asking questions or praising us. Each of those is an opportunity in itself to turn a wrong into a right, help someone and turn customers into raving fans. I've dealt with each on the spectrum. <br /><br />What did they want? A simple response. Acknowledgement. A chance to be heard and feel like someone cares. That's it. Ricardo Buenohttp://www.ricardobueno.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-45700498384382415862011-09-09T18:12:20.266-07:002011-09-09T18:12:20.266-07:00Now THAT is what I love about the web. Click this,...Now THAT is what I love about the web. Click this, click that. Soon enough you have no idea how a page got opened on your browser! Ha ha! Welcome, Dixie!<br /><br />I'll check out the trash can art. You can do amazing things with those markers! <br /><br />As for the hashtag, perhaps they don't know. But they do know how to read their @ mentions. Oh well. I bellowed loud enough and Sharpie heard me after I wrote this post. I just love the web ;-)<br /><br />Thanks for stopping by, Dixie!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-35960182438773022342011-09-09T16:40:45.367-07:002011-09-09T16:40:45.367-07:00Gosh. How did I end up here...I think I followed ...Gosh. How did I end up here...I think I followed your comment at Chris Brogan's. Speaking of Sharpie Art my son went to art camp and one of the people had transformed a plain ol' plastic trash can with Sharpies. I'm a sucker for Beauty in Surprising Places and wrote a post about that. Not sure if a link is okay, if not you can delete it, but it leads to the Sharpie cans. <br /><br />http://www.northdixiedesigns.com/2011/08/beauty-in-surprising-places.html<br /><br />And what a LOST opportunity for Sharpie. But maybe they're like me and don't know what a hashtag is. ;-) I<br /><br />DixieDixiehttp://www.northdixiedesigns.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-95754609184763842011-09-09T12:42:46.733-07:002011-09-09T12:42:46.733-07:00Thanks for saying so, P.J. Without sounding full o...Thanks for saying so, P.J. Without sounding full of myself, I thought it was pretty darn neat, too ;-) <br /><br />Thanks so much for connecting here, on Facebook, and on Twitter. It's the trifecta, baby! <br /><br />Glad to meet you!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-11978426793111868002011-09-09T12:00:48.660-07:002011-09-09T12:00:48.660-07:00That is an outstanding thing you did and I can'...That is an outstanding thing you did and I can't believe that you didn't get a response. I notice that sometimes on Twitter. Crazy. I am off to find you on there now and follow. I liked the Facebook page, too. Glad I found your blog. I really like it.P.J.http://www.hoohaablog.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-67148495858665826632011-09-02T12:38:29.420-07:002011-09-02T12:38:29.420-07:00Hi Shelly! Thanks for stopping by!
Yes, you bring...Hi Shelly! Thanks for stopping by!<br /><br />Yes, you bring up a good distinction. Talking about versus talking to. If companies really want to get the most from this social media stuff though, I think they should be aware of both. But, of course, always responding to each and every mention that's TO them is critical. <br /><br />Yes, Susan was brave to respond. Lots of companies hide their heads in the sand when they get called out. Never a good strategy.<br /><br />Thanks for reading and commenting, Shelly!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-12366913153467182622011-09-02T11:32:45.748-07:002011-09-02T11:32:45.748-07:00I am really impressed with what you were able to d...I am really impressed with what you were able to do, thanks for writing about it. Also, I respect Susan Wassel a lot for responding to this post/situation. I have sent several @ mention tweets to different companies, but they didn't reply to them. It's one thing to ignore someone if they just talks ABOUT you, but another entirely to ignore someone who's talking TO you. I appreciate Sharpie's social media participation.Shelly Najjarhttp://twitter.com/ShellyNajjarnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-86319973534318800852011-08-31T13:31:17.389-07:002011-08-31T13:31:17.389-07:00That an interesting way to use a Twitter list. So ...That an interesting way to use a Twitter list. So you have all the brands listed who interact with their customers?Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-57057621031419024282011-08-31T04:31:29.276-07:002011-08-31T04:31:29.276-07:00I have my loyals in a special list. It's impor...I have my loyals in a special list. It's important to know that there's people behind all those tweets.Donna Frascahttp://twitter.com/Color4Charlottenoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-75679472803480296162011-08-29T12:59:50.623-07:002011-08-29T12:59:50.623-07:00Thanks for stopping by, Carrie! Always love having...Thanks for stopping by, Carrie! Always love having a new visitor! <br /><br />I appreciate the comment. Good luck with your business!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-79349574131538531382011-08-29T12:57:36.185-07:002011-08-29T12:57:36.185-07:00Hey Morgan! I know exactly what you mean. I sent a...Hey Morgan! I know exactly what you mean. I sent an enthusiastic tweet about @peepsandcompany being on Twitter and generated several tweets from others and got their account several follows by doing so. Got no response from them. On the other hand, I've sent several tweets about how great in products are, and the person who runs their account always says thanks for the support!<br /><br />I mean, I realize the volume on some accounts has to be unreal. But, when the account doesn't follow back and won't acknowledge, it can be a real turn off for consumers. It's may take some extra effort on the brand's part, but making customers feel special, heard, and appreciated is really the sweet spot of social media.Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-42041365405609097962011-08-29T12:51:21.087-07:002011-08-29T12:51:21.087-07:00Thanks for reading, Mauricio!Thanks for reading, Mauricio!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-81024601009591167912011-08-29T12:50:14.014-07:002011-08-29T12:50:14.014-07:00Hey Marianne! Yeah, monitoring is crucial. If you ...Hey Marianne! Yeah, monitoring is crucial. If you make yourself accessible through social media, then you must be responsive. Just no way around it. <br /><br />I've had varying delivery times with the perks. Some fast, some slow. I'm sure it's coming, my impatient little vixen ;-)Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-90148131086211072212011-08-29T11:12:01.179-07:002011-08-29T11:12:01.179-07:00Great post! Lessons for all. New follower and ap...Great post! Lessons for all. New follower and appreciative of this information that I will be sharing with other mom-run businesses in our area. Carrie Frasernoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-76634716948251014952011-08-29T11:03:01.501-07:002011-08-29T11:03:01.501-07:00Hi Amber,
I talk about companies all the time on ...Hi Amber,<br /><br />I talk about companies all the time on my Twitter, sometimes I do it just to see if they're paying attention. 9 times out of 10, I NEVER get a response. It's heart breaking! It's like, I love this brand so much and they don't seem to care about me AT ALL. Sometimes, it really turns me off about a brand and I'll quit using them. Sometimes, though, I just love them too much to really care if they tweet me back or not. But this is just proof that it is SO important for brands to be more aware of what their people are saying through out the entire internet. Thank you for sharing!Morgan Barnharthttp://twitter.com/mochan42noreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-5488055834272976442011-08-29T09:34:01.579-07:002011-08-29T09:34:01.579-07:00The information is very interesting. I like the po...The information is very interesting. I like the post. mauriciohttp://equinejointsupplements.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-5728737844549768002011-08-28T20:01:47.144-07:002011-08-28T20:01:47.144-07:00Hi Amber,
I was surprised to hear that no one fro...Hi Amber,<br /><br />I was surprised to hear that no one from Sharpie noticed the Sharpiechat tweets. I once sent a random tweet out mentioning a yummy Stouffers frozen meal, and they tweeted back within 15 minutes. Your post is a perfect lesson of why it is so important to monitor company and brand mentions on the various social media platforms. You never know how critical a single communication can be.<br /><br />I still don't know what made me eligible for the Sharpie Klout perk--other than another random tweet mentioning how much I liked their liquid pencil. Alas, I have not yet received the perk--another fail. When I got the Subway perk, they sent me the gift card within days.<br /><br />Like you, I still love Sharpies. And it's pretty cool that Susan Wassel stopped by to give her apologies.Marianne Worleyhttp://www.marianneworley.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-21323625850152620352011-08-28T12:42:11.638-07:002011-08-28T12:42:11.638-07:00I completely agree! As with everything, people jus...I completely agree! As with everything, people just like to be heard and appreciated. I didn't get the chat going for any self serving reason, however a tweet saying they noticed my effort would have been nice. <br /><br />I think lots of companies are going to learn these lessons the hard way. Too many are seeing social as an afterthought. Staffing it part time or with interns. To maximize the opportunities, you need a full-time professional who understands customer service, brand loyalty, and how to effectively use social media. <br /><br />I'm sure many businesses will look back at these early days of social media and eventually realized how many opportunities were missed because they were worried about saving a buck here and there on the proper community managers.Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-86766061991559697882011-08-28T12:37:00.873-07:002011-08-28T12:37:00.873-07:00Good point, Gini. I'm always curious about the...Good point, Gini. I'm always curious about the criteria used for perks. My suspicion is that maybe "artists" were tagged for the perk. Although, @marianneworley:twitter said she got the perk and she's very similar to us. <br /><br />Oh well. I'm actually very grateful for the perks I do get. And, my initial tweet was a combo of disappointment and smart aleckery. But, I quickly learned that people feel very passionate about Sharpies when I started #sharpiechat. Just goes to show you, if you have an audience who is already excited about your product, it's even easier--and more important---to engage that fan base!Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-38160624884455570952011-08-28T12:30:56.710-07:002011-08-28T12:30:56.710-07:00I agree with both of you on this.
I've told ...I agree with both of you on this. <br /><br />I've told clients this exact same thing. You can't open a Twitter account because it's the cool thing to do and then to let it just sit there or/and not respond to mentions. That's why social media is different than an e-newsletter. Some many big brands still don't get that. :-(Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-24921048595699824762011-08-28T12:27:49.529-07:002011-08-28T12:27:49.529-07:00Yeah, I thought so too, Lisa. I mean, if someone g...Yeah, I thought so too, Lisa. I mean, if someone got two dozen people talking about my product for two hours, I'd be pretty impressed and grateful. Maybe I'm patting myself on the back on this one, but I think THAT is a Sharpie Influencer, no?Words Done Writehttp://wordsdonewrite.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-46881817343166487122011-08-28T11:21:11.861-07:002011-08-28T11:21:11.861-07:00The big fail is that they weren't listening in...The big fail is that they weren't listening in a space after suggesting they were. It's not that they would have to give everyone who ever tweeted them a freebie, but acknowledging your activity is "free." Now of course there are risks running customer service and support thru social media, the idea that you gotta give anyone who says anything nice about you a freebie and refunds to complainers. No, it's paying attention, using the info you learn to get better. FWIW.davinabrewerhttp://www.3hatscommunications.com/blog/noreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-9189597639960624402011-08-28T09:50:41.979-07:002011-08-28T09:50:41.979-07:00If you're going to be using social media, you ...If you're going to be using social media, you have to use it - monitor, engage, respond. It's better not to have a presence than to have one and not use it.ginidietrichhttp://twitter.com/ginidietrichnoreply@blogger.comtag:blogger.com,1999:blog-2031530258657685977.post-55552853418549078672011-08-28T09:49:24.909-07:002011-08-28T09:49:24.909-07:00I'm totally bummed about this particular perk ...I'm totally bummed about this particular perk because I really wanted the Sharpies, too. And I tweeted about it. A lot. Even directly to them. And I got nothing. So what's the point of having a high Klout score if you don't get perks you'd actually talk about? I mean, it was a cool gift for my little brother when I got the Kobe Bryant posted, but I didn't talk about it at all.ginidietrichhttp://twitter.com/ginidietrichnoreply@blogger.com