Archives for September 2009

Some good traits for “online media” people

It’s been about 8 months that my primary role has been something “social media” related.  I make the role work for me, and that includes a lot of business development, social networking, and “social marketing”.  You need to find your own path.  As long as it is focused on customers, I imagine you can make it work.

But you have to start with loving to be “helpful”.  That is a powerful word that your customers will respect.

Anyway, here are some of my pointers:

  • You are hyper-connected, and loving it that way.  You are “always” online, even when it isn’t really appropriate.
  • You know your customers.  Better yet, you used to BE one of your companies customers!
  • You know the customer community.
  • You love fixing things.
  • You don’t mind “being the bad guy/girl” if that’s what it takes to satisfy a customer.
  • You are technical in the field you are supporting.  If it’s a writing site/company, you should be a writer.  Know your audience and you will have a respectable voice.
  • Develop an online persona for yourself/company .  It can be your own, if that is appropriate.  It can be a merging of yours and your companies core values.  But it must be genuine, and it must be constant.
  • Make friends with your customers.  Work for them more than you work for anyone else.
  • Remember that you are also changing the way your company thinks/feels about customer outreach.  Don’t forget to reach within early and often.  Get advocates on your side.  Find those others that are already doing your role in an ad-hoc way, and embrace them.  Educate them.  Encourage them.  USE them 🙂

If you aren’t having fun – you are definitely not in the right position – get out of it quickly!

Don’t think I’ve done this before

But I might have.  Probably even did. (linking to an external interview I did).  Anyway, here is a link to an interview I gave with B2B – a business website.  I was happy with it.  I love customers, and I love working for a company that loves customers.

What is building43—and should you want one?

Me – on a conference panel? Really?

Yeah – those of you that know me well, or have known me for a long time would be shocked by this. I am NOT a very public/sociable guy – which is weird, because I get paid to be one!

I love customers. Hate cameras. I’ve always focused on making sure the focus is on someone else.

So how in the heck did I get nominated for several panels at SXSW Interactive? Blame it on the PR machine 🙂 I do.  And they spelled my name wrong – it is “La Gesse”

But whatever – it is what it is – and I love these panels. I could talk about most of this in my sleep so I think my stage fright will be overcome quickly (besides, when Scoble works for you, you damn well better not be afraid of cameras!)

So what are the panels?

Glad you asked – here they are:

OMG My Customer Has a Megaphone

Companies used to get away with treating customers like livestock with no repercussions, but now customers have a megaphone: the social web, and they’re not afraid to use it. Hear from Rackspace and other customer-centric companies as they share real case studies and tips about how to embrace Customer Service 2.0

Building and Creating New Business Models in the Cloud

New models for product development and marketing using social media tools and techniques which truly engage users, partners and developers are emerging. Join Lew Moorman and Robert Scoble from Rackspace who will discuss Building43, a new online community breaking down barriers to new ideas for business, and changing the world.

Managing a Crisis in a Hyper-Communicative World

Today, crisis can spread like a disease, mutating and growing as it goes, and wreaking havoc on your reputation, customer base and sales pipeline. How can you take back control, not only for the benefit of your organization, but to best guide your customers and investors through the situation?

I am most interested in the second one, but most excited to talk about the third one.  And I love the first one 🙂

I am a customer guy – so I love all of these.  I would relish doing ANY of them.  I would probably be overwhelmed if I had to do all of them!

Voting supposedly closed today, but rumor has it that you have until Monday.  Doesn’t matter.  I planned this post for AFTER voting was closed because I’m just not that “whore myself out” kinda guy (except on Twitter, where I have damned near begged for votes!). OK, perhaps I am.  Whatever 🙂

If you are interested in SXSW – or me, or Rackspace, or customers – go see if you can still vote!  Click a link above.

Rob