Managing Your Social Network: Top Tools You Should Use

After having my kids I took a step away from social media except for posting adorable pics of my kids on Facebook. That's about all I had time for - so I thought. My thought process was driven by a severe lack of sleep (which still exists) and a desire to focus on my core tasks which included leading my team. Here's the problem: my role is all about helping out customers and providing the best customer experience possible. In addition, establishing relationships on Twitter, Facebook and LinkedIn doesn't mean just setting them up and letting them languish. You can do this but when you need these people, don't expect them to respond. Like any relationship, you need to nurture your social network. This doesn't mean connecting with everyone but there are some tools I've started to use that are easy to use and can quickly turn you into a social media rock star.

Top 5 Tools You Should Use to Manage Your Personal Social Media Network

Before we start, when I refer to social media, I'm mostly referring to LinkedIn, Twitter and Facebook.

1. Buffer. Buffer allows you to setup a bunch of Twitter, LinkedIn and Facebook updates to publish on a set schedule. That way if you have interesting things you want to post, you don't have to do it all at once or use another tool where you delay the posting. Just post items to Buffer and they will be published based on the schedule you've setup. In addition, you can use Buffer with other tools like Tweriod or Socialbro (recommended) that will tell you the optimal times to post your updates. That way your posts will get the largest possible audience. You can download a Buffer app for your Iphone or get the browser extension.
   
   Since using Buffer for only two months, my Klout score has jumped more than 5 points. I can't give all the credit to Buffer as I do have some cute kids and they do get a bunch of likes on Facebook but Buffer is a goldmine. When I have time, I find interesting pieces of information that I hope my audience will like and I post them using Buffer. It allows me to spend some concentrated time and then have posts setup for the next 2-3 days at least.
2. Flipboard. Flipboard is an app for your Iphone or Ipad that allows you to easily flip through a summary of your social media networks. It allows me to review what others in my network have posted and either like, retweet, +1 or comment on what they have created. I can do it quickly when I'm waiting in line or caught in a subway or flight delay. I see it as the ying to Buffer's yang. Buffer allows me to post more material and Flipboard allows me to better engage my audience. I like it as I can easily listen to what others including friends, colleagues and customers are saying.
   
   
   
   Flipboard has opened my eyes to new people and information that I would never have known about the flipping action of cycling through materials is fun for me. I can setup a number of boards based on my interests (for example, saved Twitter searches) and it also has a highlight reel of top pieces of information from your different social media accounts. I have used it to review my Google Reader RSS feed that I not looked at for 2 years (and never thought I would until my kids went to university). You can even blend Buffer with Flipboard by sending articles you find on Flipboard to Buffer's account email address which will queue up your posts via Buffer.
3. Pocket (Read it Later). Pocket allows you to save web pages and articles to read them later. I typically use the Iphone bookmark plugin or the browser bookmarklet to capture pages. I then read them using the Iphone app typically when I'm stuck without an internet connection (on a plane or subway). This application also works with Flipboard so I can save items I find there to Pocket to read them later. Once I've read the full article (when I have time), I'll then decide if I should I forward it on to my social network. This is another great application that helps me feed my buffer stream.
4. Rapportive (or Xobni). Rapportive is a Gmail plugin that allows you to easily social network with people you email to or who you receive email from. When you receive an email or type in an email you'll see their social media profile pop up on the right side and you can see which social networks they're associated with and if you're currently connected. If you're not connected, you can easily connect with them which quickly helps you grow your network. Xobni does basically the same thing for those that use Outlook and there is a version called Smartr for Gmail but I didn't like it as much as Rapportive. I do have Smartr on my Iphone as it does have all of the social media profiles for contacts that are on my phone but I haven't found a use for it just yet.
   
   
   What I typically do is provide an item of value (such as a follow up from a meeting) and then request a connection through Twitter and/or LinkedIn using Rapportive. I like this tool as I can expand my social network in the normal context of my working day. If I'm already connected, I may review their latest social media posts and decide to engage with them. I can also refer to this information during meetings etc...
5. An Iphone. Tying all of these tools together is an Iphone (or an Android phone). In order to make it easy to listen, engage, connect with my social network as well as expand it, I need my Iphone as it allows me to do all of this anywhere and with the swipe of a finger.

You don't have to right off social media or let it control you. You just need the right tools. Hope this helps. Do you have any tools you can recommend?

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Customer Service at its Best: Wind Mobile

For someone who lives and breathes customer service as part of my profession I am very critical with companies I deal with as I have a high expectation on the type of service I should receive. I’ve finally found a company that does a fantastic job at servicing its customers across many channels and you know I have to blog about it.

Up here in Canada we’ve had three main mobile providers for as long as I can remember. I won’t go into the history of these guys but I can tell you that we have been royally screwed with poor customer service, high prices and a general disregard for the customer. Late last year Canada finally agreed to open up competition on mobile carriers and it’s been a breath of fresh air. Enter Wind Mobile into the picture. Amen.

At the same time that Wind was getting set up in Canada, I was focused on tightening down on our spending with a new baby and only one income. I noticed that my wife has had some outrageous mobile bills due to our close family that we have in the US and in other parts of Ontario. There were probably ways that we could have saved money by dialling a number before making a long distance call but why does it need to be so difficult? Wind offered us unlimited calling in Ontario and for an additional small fee, unlimited calling to the US which is not a service that the other “big 3” provide (unless I’m wrong). This was a small miracle for us because it essentially cut our mobile bill by a third and we quickly became one of their first customers. I can’t say I’m usually an early adopter but in this case I was willing to take the risk. Here’s the good part – besides the cost savings we enjoy, the story gets better. The company itself continues to demonstrate that it cares about its customers and these are some lessons that we can all learn from them.

Customer Service 201 from Wind Mobile

Wind goes way beyond 101 so that’s why I’ve started at the 201 level. Have a look at these and see if you’re company is following them:

• Easy Access to Customer Support: This is a no-brainer yet there are many companies out there that make you jump through many hoops to get the help you need. While Wind provides the ability to email them, I’ve called them each time. I’ve found that I never have to wait more than a few minutes and the agents I’ve spoken with have all been very nice and courteous. For example, I’ve complained that the there were long distance charges on my bill due to Wind not having its network fully up and running. They quickly corrected my bill with no argument. Activating my phone could not have been easier and they were helpful in porting over my old number from my previous carrier (a newer development in Canada). Overall, I’ve always felt that they cared about my business when I interacted with them which is more than I can say for the other “big 3”.
  
  
• Provide a public forum for feedback: Ever go to a seminar and have the instructor/presenter ask you to fill out a survey on how they did? Ever thing to yourself “this feedback will probably be tossed and is a waste of my time”? Wind takes this head on by providing a public forum where customers voice their opinions - good and bad.

  The result is the appearance of a company that is bold and transparent and has a growing customer community. I loved this one discussion where a dissatisfied customer explained why he decided to go back to a previous mobile provider. When another person (his forum handle is @TBR)chimed in to further criticize Wind he received the following rebuke from a Wind supporter:

  @TBR - Are you even a Wind customer? From other posts I have read, you are not. So I suggest you do not comment on this type of stuff until you experience Wind's service yourself. The poster joined Wind to make up his own mind on their service. As he stated he read all the complaints but wanted to make an informed decision. So I suggest you STOP being a troll loser.

  Now that is a loyal community! How much more real does the company appear to you with a forum that is public?

• Listen and respond to customers: Wind is actively monitoring the forum and responding when needed. One of the complaints that we had when we first starting using the service was the ring beep you heard when someone tried to call you. It was the European standard and not the North American standard. A number of people trying to call my wife were confused when they heard this weird ring and unfortunately hung up. Let’s just say many Wind customers were not happy with Wind over this. Wind listened to the complaints and modified the ring beep within a reasonable timeframe which made many people happy.
  
  Wind also conducts surveys and has their CEO regularly contributing to the corporate blog. Here is one quote that is inspiring for all Wind customers:
  

  Over the past three months, our network and service offering have improved tremendously. I’d like to thank those of you who’ve been contributing constructive comments here on the site, via other social media sites like Facebook and Twitter, and through our Care Centre and stores.
  

  Wind is setting a good example on how companies should be using various social communities to retain and acquire customers.

• Provide existing customers with deals – not just new customers: When Wind launched a campaign to give customers $150 in credits they didn’t hide this promotion from existing customers. When you login to your account details, you can clearly see that you can get this credit.
  When I called Wind, they quickly activated this promotion.
  

How Can Wind Improve its Customer Service?

While Wind is doing a great job, there is always room for improvement. Let’s look beyond the details of individual complaints. Here are a few general suggestions that I would recommend based on my observations:

• Respond better on Twitter. I know from my own experience that I fired off a few positive tweets regarding Wind and didn’t even get a retweet or even a thank you. That’s OK but those little things can build loyalty. We’ll see if they read and respond to this post.
  
  What I found even more disturbing was that when I did a quick Twitter search on “windmobile” there were several inquiries that were not addressed. It’s 2010 Wind Mobile! Time to step it up and engage customers on this channel. Take a look at @comcastcares and follow that example. I must say, they do a kick ass job of responding on Facebook so maybe that’s where they’re focusing on.
  

• Enhance customer communication. Below is the only email I get from them.
  
  There is an opportunity to drive people to new blog posts or promote any new features within this transactional email. In addition, Wind could consider sending an additional monthly e-newsletter. I’m not saying I want to get spammed but if they have promotions or if they’re improving service – I would like to know! Consider creating an automated welcome nurture program for new customers to gauge them on their experience for the first three months.

As my NYC tour guide told us “so they’re you go”. Wind Mobile provides some great examples on how you can take your customer service up a notch – regardless if you’re a B2B or B2C company.

Chad H.

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Twitter and Customer Service - Potential PR Nightmare

Your company may have just started down the path of using Twitter as another communication channel. (If you're not there yet, that's cool but keep reading because there are some items to be aware of. Now back to our story). You may use it to highlight upcoming events, press releases and product/service updates. Using it for this purpose is fairly straightforward. It's mostly a marketing function and is controlled typically by the marketing team.

The question that you may be grappling with is this: How should Twitter be used for customer service? The answer: It's not your decision because Twitter is a two-way conversation and your customers will use it to post comments whether you like it or not. Therefore, the decision has been made for you and your company's customer service department needs to determine how Twitter will be used to create the best customer experience possible. If you are not monitoring Twitter and/or you provide poor follow up via Twitter, the results can be catastrophic for your company's brand.

Twitter and Customer Service Recommendations

This topic is a new one and this post is more of a brainstorming session then "best practices". I have seen and read about a few experiences and will share these here. PLEASE add your own experiences by commenting on this blog. Here are my recommendations:

• Decide when to respond. David Meerman Scott write an excellent post on how the US Air Force decides to respond to any social media comments. If you notice, it's recommended that all customer blog posts be followed up on. It even provides guidelines on the type of response.
  
  I don't believe that it's as cut and dry as that - there may be times when just listening is the best response. Frank Eliason of @comcastcares (a Twitter account designed for Comcast customers) mentions in a video interview that it's important to listen to customers and at some point engage in the conversation. If you have a corporate Twitter account and someone sends you a message, you better respond and quickly. However, at times when a twit is sent in general about your company by a customer, you may just want to monitor the conversation at first rather than just responding. Twitter is a community and you may find that other customers may respond for you which is typically more powerful then having someone from your company respond. It all depends on the nature of the request.
  
  I would tend to be more on the side of responding to any customer mention of your company - this is for you to think more about. Frank mentions the importance of Comcast's Twitter presence in "being there and helping". This should be central in your decision making process on Twitter - how can I best help my customer. Here is a post by Melanie Seasons on a successful customer resolution via Twitter: Frank Eliason: Helping Comcast suck a little bit less. Notice that the response time of Comcast was a big factor in customer satisfaction. If you see a customer mentioning your company on Twitter, even responding with "Is there anything I can do?" is recommended.
  
  
• Respond to the twitterer directly. I have an example where a customer saw me on Twitter and posted a message on Twitter with my Twitter name (@chadhorenfeldt) on a product issue. I didn't reply via Twitter (which everyone can see) but sent a direct message (can't remember if it was via Twitter or email) letting the person know that that their customer representative would follow up with them soon. The customer responded very positively via Twitter (so everyone could see) that their customer rep got in touch with them. I took the conversation "offline" as my Twitter account is not a corporate account and I would rather deal with the issue privately. This is another decision that you'll need to make - what's the best channel to respond to customer.
  
  This example was a positive story. However, you need to watch how you respond to customer tweets. Some twitters are not aware that when they twit about your company that people are listening. If you respond via email to a negative twit, cc a few other people from the customer's company and cite their complaint, you may run into some issues. Don't assume that because the person twitted about you, they want others in their company to know that they twit (especially that they twitted during working hours). The recommended approach is to message or email the person directly or respond via Twitter to get the issue resolved. I don't recommend citing the original twit in an email. Emails can get forwarded on quickly and your customer may get into trouble by their superiors if their twit is against their own company's web policies.
  
  You may want to break down the type of customer requests and decide if certain requests can be handled immediately via Twitter while others should be taken offline. Here is a great example by Bank of America Twitterer David Knapp (@BofA_help) who handled a customer complaint over charging fees for an allegedly "free" chequing account. He responded with the following:

  @miacupcake I'd have to look into the circumstances to really understand the situation. Can you send me a DM with your contact information?

  For those non-twitters, DM means direct message. David decided to take this conversation offline and get it resolved (response time was about 45 minutes after the initial complaint for those who were wondering).
  
  
• Set the right expectations. Valeria Maltoni wrote a blog post on her experiences with Skype. She had an issue using Skype on an important family call on Christmas and tried to get it resolved. Skype customer service responded to her quickly on Twitter. The issue is that while the communication was sent via Twitter immediately, the issue wasn't resolved for three days. Valeria expected the issue to be resolved instantaneously (like Twitter). Same day response may have been impossible for Skype but since Skype did not set an expectation for resolution with Valeria she ended up being extremely angry and wrote a negative blog post. If you are going to use Twitter for customer service, ensure that you set the correct expectation when responding. You may want to use Twitter to point the customer to your regular support channel and let them know that someone will follow up with them in the near future. This is something else to think about.
  
  
• Get a Twitter customer service plan in place. As I mentioned previously, your customers will talk about you and if you are a large or small company, you need some sort of plan in place to prevent a "Twitter free for all" at your company. What I mean here is that not only are your customers twitting about you but many of your employees are on Twitter and are twitting away about your company. For the most part, this is only beneficial - it's like you have an army of company supporters doing the PR work for you. However, this army can quickly start taking flak by making some social media mistakes based on my discussion above. You may already have a social media policy in place. It's time to add to it to consider how you should deal with Twitter mentions. Here are some items to think about when creating your plan when a customer mentions your company:
  
  1. When is a response needed?
  2. What should be the turn around time for a response?
     
  3. Who should respond?
  4. What channel should be used for the response should be provided? (email, phone, Twitter etc..)
  5. Who should receive the response?
  6. What is the message of the response? What should customers be instructed to do?
  7. Are expectations clear to the customer on a resolution?
  8. What is the escalation path at a company for dealing with Twitter complaints?
     
  9. Other items to consider: Is a designated twitter customer service account needed? I personally don't believe this to be the case and it depends on the size of the company and the nature of the business. I think that responding "by committee"should suffice. What is important is that it's clear as to who should respond and when a response is necessary.
     
  
  When it comes to these types of plans, go easy on your employees and focus on and what it will take to best support customers and not on restricting employees' freedom on Twitter. Companies like @zappos have the following policy: "just be real, and use your best judgement". I don't recommend enforcing such items as ensuring that the company twitters have a company logo etc... - Twitter is all about personality and that shouldn't be restricted.
  

I hope that you have found this discussion helpful and I highly encourage you to share your thoughts and experiences by commenting on this blog post.

Chad H.
www.twitter.com/chadhorenfeldt

PS: If you found this useful, please tweet about it.
PPS: Here is a good post on the subject: How to Get Customer Service via Twitter

Technorati Tags: Comcast, Zappos, Bank of America, Customer Service, Twitter, Skype

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