Comments on: Stop Thinking Short-Term

By: Chris Long

Chris Long — Fri, 11 Dec 2009 21:41:20 +0000

This is so true! Just because we have new forms of communication does not change the fact that people want to do business with people they feel that listen to them and hear them.

The businesses that can use social media to listen to their customers will be much more successful than the ones that use it just to talk about themselves.

By: Tweets that mention Stop Thinking Short-Term « 360Connext -- Topsy.com

Tweets that mention Stop Thinking Short-Term « 360Connext -- Topsy.com — Thu, 10 Dec 2009 15:36:44 +0000

[...] This post was mentioned on Twitter by Jeannie Walters, Tery Spataro. Tery Spataro said: great post by RT @jeanniecw Stop Thinking Short-Term « 360Connext http://bit.ly/mSAIa [...]

By: Pat Laystrom

Pat Laystrom — Fri, 26 Jun 2009 17:55:34 +0000

Part of the frustration customers feel is that the customer experience often doesn’t seem that difficult from the customers perspective.

This week I stayed at a hotel where I am a “gold” member in their loyalty program and my reservation got messed up-had me checking out a day early. When I tried to rectify the situation, they offered no help. In fact, they told me there was nothing they could do as they had oversold that evening by 40 customers. When I asked the manager if they could assist me in finding another hotel, they said no. After resolving the situation on my own, I emailed their “customer support” and am still waiting for a response.

I suggested they keep their cookies and chocolates at check in and instead help their loyal customers when it counts. It just doesn’t seem that difficult and what may seem insignificant to the employee, can have lasting damage on the relationship.

The loyalty programs companies offer also set higher expectations that the company should be prepared to meet, wouldn’t you say?

By: Julie Delgado

Julie Delgado — Thu, 25 Jun 2009 02:14:10 +0000

As a CFO I found him facinating as well, but love your write up as I can see the whole speech from a different perspective. You have broaden my understanding and perspectve. Very well said!

Julie

By: Jeannie Walters

Jeannie Walters — Thu, 25 Jun 2009 02:10:35 +0000

Tom – I love what you did to listen to your audience and synthesize the information for them. That’s a great point about internalizing what’s communicated – it’s hard to do when information is broadcast in 140 characters.

Teri – I totally agree with you. I personally believe policies like that one create resentment – quickly – from loyal customers. I recently had the experience of being told the free perk was “for new subscribers only.” It just made me mad!

Thanks to both of you for adding to the discussion!

By: Teri

Teri — Wed, 24 Jun 2009 17:04:51 +0000

Love your third bullet point above. Personal bugaboo – I hate how magazines I have been subscribing to for years regularly offer a deeply discounted rate to appeal to a new subscriber whereas my renewal rate as 2x or 3x the promotional rate. Haven’t businesses learned that it is cheaper to KEEP a customer than to go out and source a new one? Besides, they are teaching me to abandon them and then come back… a far costlier proposition for them while only a mild annoyance for me… assuming I do come back.

By: Tom Stitt

Tom Stitt — Wed, 24 Jun 2009 16:20:00 +0000

Agree, agree, agree. And then agree more. Social media tools only work when the customer experience objectives and requirements have been carefully defined and the selected social media tool matches the requirements.

I’ve learned this lesson the hard way during #hcsm Twitter conversation events where the various Twitter clients were completely ineffective in the context of the conversation velocity, expert content and participants. Great information was shared. Nobody could grasp any of the information in the context of a Twitter client. When topical transcripts were prepared and edited by participants the information tripled in value.

Tom