Archives for August 2011

Social Media as a Service

I get a lot of people telling me how I can make my employer more successful if we would just learn to market on Social Media – especially on Twitter.

They have stuff to sell, and they want me to buy.  We all need to make a living.

I’m not focused on making money from Social Media – I am focused on saving money WITH Social media.

Every customer we help in near real time is a customer that that is exposed to Fanatical Support® – often for the first time.

And that support is important.  It is timely.  It is genuine – it is driven by an engineer with a desire to help a customer win.

Near real time support adds a lot of value because it both maintains your brand reputation and reinforces your core commitment to customers – that you are a partner, not just a vendor.  That you win and lose together.  That they are not just a number.

So we focus a lot on how Social Media can help us help customers win. That is our strategy.  Please steal it – emulate it – make all my experiences with brands better by making them more engaged with me.

But put real people behind those accounts and hashtags – people that are empowered to make a difference, and people that really give a damn.

That isn’t Marketing.

That is Social Media as a Service.