I’ve had a ton of roles in my life. Neonatal Respiratory Therapist, entrepreneur, Customer Support guy, Software QA Manager, Developer – and now managing both a media team and social media. And trying not to mix the two up.
So why do I hate “Social Media”? Because I hate what we’ve made it seem like – like a light touch, semi support, mostly marketing, lead generation tool. And by “us” I do not mean my company – I mean most of you/us.
Why do I run our “social media” then, if I don’t like it all that much?
Because if I do not run it, I do not have a voice in it. I can care, or not. I can be involved, or not. But if I do not care and am not involved I have little right to complain. I like to complain, so I need to be involved to maintain some credibility:)
So I “run” our SM efforts because I want to make sure they have the right focus. I want to make sure we focus on customers – and not marketing, lead-gen, sales, etc.
I want to do it “right” – or at least what I consider to be right.
To me Social Media is just a new name for “loving customers”.
So I don’t care all that much about “measurement”, or “analytics” or “any of that BS”.
To me I want to know that we are first helping customers. And that is NOT Social Media. That is customer support. Which I really love. Something Rackspace loves.
I am Rob La Gesse and I work for Rackspace. My home number is 210-370-3861. My cell is 210-845-4440.
And I love customers. Social Media helps me find them. I may run Social Media, but it is really all about support.
We use Social Media to find new ways to talk to customers – and give them new ways to find us. That is pretty much it. So far. I hope to keep it that way.