Archive for the ‘Twitter’ Category

Twitter and TRUE Rockstars

Friday, March 20th, 2009

On Thursday, March 19, 2008 I had the privilege of watching history take place. Yeah, I know you have all heard that before. THIS is different.

Good guy Danny Brown (@dannybrown)is the brainchild behind 12for12k – raising $12,000 for 12 charities in 12 months. Each month a different charity is picked, and money is raised in support of that charity. Someone happened to his idea this month. That someone was Scott Stratten (@unmarketing). Scott organized a 12-hour Tweet-a-Thon for 12for12k’s March charity, Strength.org.

For 12 hours, Scott pushed the envelope on Twitter. Through the combined efforts of many, spearheaded by Scott and Danny, in 12 hours $13,000 was raised. $13,000 in 12 hours, that is more than $1000/hour in donations.

You know, many people talk about social media not being worth the time or effort. Others talk about how it can and cannot be used. Yet still some say it is a passing fad, just as they do with anything that is “new”. Yesterday, I witnessed the social media micro-blogging service known as Twitter blow so many myths and rumors about ways to do things, what can and can not be done and rules simply shattered.

We MUST NOT label tools because we can all use them for the ways we want, and purposes we want, short of being a snot-nose-spammer – that’s wrong no matter what the tool.

I don’t personally know either Danny or Scott. I do know this – I seen something amazing on March 19th from these two, and I know they are good people from what they did. There were countless people helping to Tweet and retweet calls to action. Each one of us making a small difference, that collectively raised enough money to help feed over 500,000 children over summer break here in the United States. That is power my friends – when you can use a tool to accomplish that type of feat in ONE DAY, in 12 HOURS no less.

It is not about the number of followers, the number of readers or any numbers at all. It is about the passion of connecting, interacting and creating positive value for those who are in your network. Seeing Scott’s and Danny’s passion yesterday was awe inspiring and humbling. Seeing the passion of those tweeting and retweeting was the same. If we only use the tools as a way to get as high of number as possible on readers and followers, just to broadcast our messages to I think we are going to miss quite a few GREAT things that people are doing.

Don’t believe me?

Why don’t you just try it for yourself. Instead of using tools and gimmicks to gain mass followers to whom you merely broadcast yourself and your message to, why not build your followers by way of engagement, interaction and conversation. Sure, it does take longer. In the end though, when you call your network to action, they will do just that ACT. March 19th proved that to me.

To me, Scott and Danny are Twitter & Social Media ROCKSTARS with an exception – they are EXCEPTIONAL people who INTERACT, ENGAGE, CONVERSE and CARE about their networks – it is NOT just a numbers game to either of them.

Do You Follow Through?

Wednesday, March 11th, 2009

Yesterday I wrote about a great customer service interaction with our phone provider Qwest. I will update that post with more information about what has happened, what is going to happen and how it all works out. In the meantime however, I wanted to take a moment and write about follow through.

You see, the tech came out and checked and we have a bad drop from the box at the corner of our property to our house. So he ran a new temporary line. About 2 hours later I was contacted by the contractor that is going to run a new underground line to the house. I no more hung up from that call and Steph from @TalkToQwest sent me a DM through Twitter. The purpose? FOLLOW-THROUGH! She wanted to make sure things were getting resolved. When she found out we needed a new line, which will take some time given they have to locate underground utilities, mark them, dig, run line and test she apologized that it couldn’t all be resolved today. No problem – I understand what it takes to run cable, been there-done that type of thing. But the follow through. Amazing.

Oh yeah, I was also thanked for the post yesterday giving props to the Qwest team and their service on this issue. That was unnecessary albeit welcomed and impacting.

So how about it. Do you follow through with your customers? Even if just to say hello or to check and see how things are going? Why or why not? Should you?

Exceptional Customer Service Via Twitter

Tuesday, March 10th, 2009

Earlier today I was having trouble with my Internet. It’s nothing new, really. Every time the phone rings, my Internet shuts off. My understanding is DSL was to allow simultaneous high-speed (BTW 640K is NOT high-speed – but my location bets that’s all I can get right now) Internet and phone calls. On top of that, every phone call is either static laden or very high-pitched and tinny sounding. Similar to the way the phone I grew up with in a very small rural town sounded.

This is 2009, right? My T-Mobile Shadow, a Windows Mobile based cell phone, offers better quality and sometimes faster Internet speeds, which is saying something since T-Mobile has probably the smallest 3G network and my phone is definitely not 3G compatible.

A while back my wife (@raekaye) contacted our phone provider Qwest and was told we would need to install filters on the lines in the house and hook a phone up to the DMARC box outside to verify the problem existed at the point where the outside line transfers to the inside line. Pointless since we have their Linebacker service which means they will inspect, test and repair lines inside and outside of the house. But I digress. Testing done. Same issue.

Yes, the installation technician noted he filtered the line at the DMARC box. Why? He ran a brand new line, about 12 feet from the DMARC to where our DSL modem is in the house. He filter the other line that comes in to the house and powers the other phone outlets at that DMARC box. Filtering is good. Just to be safe I installed a filter on the only phone we have hooked up.

So time goes on, problem is getting worse. I Tweeted a time or two a few weeks ago. Venting really. I did the same today, and in under 3 minutes got a reply from “Steph” on Twitter, who works for Qwest. They can be found at @TalkToQwest on Twitter. Shock and Awe!

Needless to say, in under 20 minutes they contacted me on Twitter, verified my phone number and address via DM on Twitter and called me on my cell phone (since the main line was having trouble). At this point, Steph had a support tech on the line, conferenced us together and the support tech setup a support ticket to get a tech on-site at 9:30 AM the next day (March 11, 2008).

The fact that Steph stayed on the line until the tech was done scheduling the appointment and made sure that I was satisfied at the end of the call meant quite a bit. She took ownership of the situation. That is POWER in customer service. 100% pure power if employees are allow, nay encouraged, to take ownership of customer situations.

At this point, I will update the post once the service tech makes an appearance and I have been instructed to followup after the tech is here to ensure that it was satisfactorily accomplished. They told me to follow up, and that they would follow up. That’s power too. Too many customer service departments provide a fix, or what they think was a fix, and never follow through to ensure adequate completion and satisfaction.

So, what you and your business? Do you exercise 100% pure power in customer service? Have you experienced 100% pure power in customer service? Share your stories in the comments!

A Different Kind Of Contest

Friday, March 6th, 2009

So I was thinking about this about a month ago. oDesk on Twitter is partially responsible for the answer to a question I had: What kind of prize should I give out for Akismet blocking the 2000th spam comment on my blog. oDesk made the suggestion for a can of spam.

I will go one further – to anyone who leaves a comment, and no SPAM comments DO NOT count :-) , on this post, follows me on Twitter from Friday March 06, 2008 or interacts on Twitter with an @reply to me will automatically be entered to win. The day I Akismet blocks the 2000th spam comment, I will randomly pick a winner from all and notify them appropriately. Also I will post a blog post/comment and Tweet out the winner.

What’s that prize? One lovely can of SPAM and to go along with it one lovely can of Crushed Pineapple. I will, of course, pay for shipping to the winner.

And hey, if you do not like either one, drop them off at a food donation location. Personally I grew up eating baked SPAM with pineapple on top and still enjoy it on occasion because it is ROOTS food….the kind that brings back a fond memory from somewhere in a time of being a kid.

<<----UPDATE---->>

Danny Brown (@dannybrown)is a genius. His comment of giving the prize to the local food bank spurred a thought. So the prize for the winner stays the same – 1 can of Spam and 1 can of pineapple (If you choose not to accept the prize, they will go to the local food bank). HOWEVER – for each entry (comment here, folllow me on Twitter or @reply to me on Twitter) 1 canned good will be donated to the local food bank here in Pueblo, Colorado.

The low down – yes, you can only enter once. Danny asked via Twitter if he got two entries for @replying and leaving a comment – I told him he just doubled his chances – but really only one entry per person. The drawing will be very scientific – no really it will be – I will simply create an internal database with the name of the commenter or twitter user, and do a script to randomly generate a number between 1 and the total number of entries received. Then, which ever record matches the random number, wins. The true winner? The local food bank.

<<----UPDATE---->>

The contest has now ended – I will be publishing the results the 1st or 2nd week of April as to the winner of the can of spam and pineapple as well as total number of entries received, which equals total number of canned goods donated to the local food bank.

Why I Gave Up: Quantity vs. Quality

Tuesday, February 17th, 2009

A while back, I started posting a book each day, with a link back to Amazon for the book. I didn’t do it very long. Why? There really was no value in it for you. Yes, part of it was associate links – just trying to get a bit of monetizing going on. But the other aspect was, I thought it might help the readers I have.

Instead I started getting more posts, but no quality. So I gave up on it. Smart move in my view. I wish to create some form of positive value for those that come along this blog – and that just wasn’t accomplishing it for them. Nor for me.

It’s about quality, not quantity in many realms – this one seems to be one of the most classic applications of that mantra. Blogging, Twitter and truly social media as a whole seems to have two camps: Those focused on quantity and those focused on quality. There are a few who accomplish both…they are the kingpins of social media so to say. They consistently produce thought provoking content, interact with a large number of people and do both at an astonishing rate. Then there are those who create tons of content, but nothing that jumps off the screen if you will and generates readership.

What about you – do you focus on quality or quantity in your content creation, social interaction and general day-to-day activities?

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