Comments on: Listen with Twitter

By: Digital kindness - a new concept? » pr-media-blog.co.uk

Digital kindness - a new concept? » pr-media-blog.co.uk — Wed, 25 Feb 2009 14:25:59 +0000

[…] Without wanting to - heaven forbid - come over all touchy feely, isn’t that the essence of social media? And when companies grasp that, is it not a more commercially beneficial approach to the “non-engagement policy” mentioned in some recent PR Media Blog comments? […]

By: Jon Clements

Jon Clements — Thu, 12 Feb 2009 18:20:18 +0000

Andrew
Thanks for reading and for your comment, together with its carefully contrived plug for your course locations!

By: Jon

Jon — Thu, 12 Feb 2009 14:45:17 +0000

Cherry
If you’ve got customers of any race, colour or creed it makes sense now to have an appreciation of how they are interacting online, as with it comes both threats and opportunities for you.

By: cherry

cherry — Thu, 12 Feb 2009 14:39:43 +0000

I have of course heard of this site but have never really taking a look. However after reading your article I now do this for obvious reasons.

By: Andrew Seaward

Andrew Seaward — Thu, 12 Feb 2009 13:43:20 +0000

The most important aspect of dealing with customers is to let them know they’re dealing with a fellow human being. By being natural, human and using your powers to demonstrate empathy you show that you care.

As a result of that, even if you can’t give them what they want or don’t necessarily know all the answers, they will trust you more. So to put in cynically you will get away with more !

We all appreciate (as customers) that things don’t always go right, but waht really irritates us is that we also feel they don’t care either. This theme comes up time and time again with the customer service people we train on our customer service courses. And it doesn’t make any difference whether they are in Corby, Kettering, Birmingham, Peterborough, Coventry, Leicester or Northampton. They always say the same.

By: renaissance chambara | Ged Carroll - Links of the day

renaissance chambara | Ged Carroll - Links of the day — Thu, 12 Feb 2009 00:04:05 +0000

[…] Listen with Twitter » pr-media-blog.co.uk […]

By: Jon

Jon — Wed, 11 Feb 2009 20:25:10 +0000

Peter
You make some good points.
That home page search bar could create a Godzilla of a community and organisations need to know how to monitor it and how to engage.

By: Paul Taylor

Paul Taylor — Wed, 11 Feb 2009 15:22:06 +0000

yep, having fun adapting process methodology for both social media monitoring and engagement.

By: Jon

Jon — Wed, 11 Feb 2009 13:12:33 +0000

Sounds excellent Paul. Dare I say, changing the rubric?

By: Paul Taylor

Paul Taylor — Wed, 11 Feb 2009 12:03:48 +0000

Yes I agree it requires a cultural shift within large organisations. Over the past 2 weeks, I have had in depth discussions with 2 top 5 management consultancies on this challenge.

With their input we are approaching large corporate organisations department by department, typically sales, marketing and customer service. Once the application and the benefits of ‘listening’ are recognised, workflows can be integrated across large companies to great effect.

I also hear your ‘no comment’ call - this is also known as ‘no engagement policy’…