Comments on: Digital kindness - a new concept?

By: Flirt Tips

Flirt Tips — Fri, 13 Mar 2009 04:38:35 +0000

Great Post thank you very much!!!

By: Jon

Jon — Thu, 26 Feb 2009 09:21:06 +0000

Thanks Valeria
Is there any chance I could have respect, responsiveness AND M&Ms too?

By: Valeria Maltoni

Valeria Maltoni — Thu, 26 Feb 2009 03:12:29 +0000

I would like to accept David’s point and raise to aggressive listening - leaning forward, being responsive, respectful and educated on the person you are talking with. If people take the time to find out about your company, why wouldn’t you do the same with them? Then take action.

It’s much better than putting people on the other side of a glass pane and give them M&Ms as they answer carefully crafted questions. Yes, I do believe in the value of research, but it needs to be balanced with a reality check. Almost like a road test.

The trust barometer swings in your favor when you demonstrate you are worthy of trust.

Thank you for the shout, Jon.

By: Jon Clements

Jon Clements — Wed, 25 Feb 2009 21:56:05 +0000

David
My pleasure.
And thanks for an extremely comprehensive comment!
Still, a lot of what you describe remains at an early adopter stage in the UK and there are many mistakes still to be made along the road.

By: David Alston

David Alston — Wed, 25 Feb 2009 17:10:20 +0000

A nice round up of ideas here Jon. I also like the difference between “listening” and “active listening” when it comes to social media. There is no doubt that by simply listening to what’s being said in social media companies will learn a lot about their customers and their likes and dislikes. However, companies that just listen are missing the wonderful opportunity to build relationships with the customers that love them or, for that matter, don’t love them at the moment because they have a concern. By actively listening, or letting people know you are around if they’d like to talk (best approach is offering to help or asking how best you can help) then you become accessible to your customers and empathetic to their ideas and concerns. As Stephen Covey points out in his 7 habits, seek first to understand then to be understood. And with social media this habit is entirely possible for companies to employ - which is in stark contrast to the “push my message and understand me first” approach of traditional media.

Great post and thanks for the shout out too.

Cheers. David