How To Damage Your Brand. Just Say ‘It’s Not My Job’

‘Nope – I can’t help you with that, it’s not my job.’ How often have you heard that? I don’t even care that it might be true – ‘it’s not my job’ is a crappy and unhelfpul way to deflect an enquiry. It sucks when it happens between one employee and another and it goes off the scale when you are the customer. Too many brands think it’s an imperative to be social when it comes to broadcasting their message, and are apparently less keen when it comes to delivering service. Let me give you a current example:

At the beginning of this week I heard from Lisa-Mari about some problems she is experiencing with Sony, and specifically, a laptop that won’t stop misbehaving. Lisa Mari has tried to deal directly with Sony but after a series of blunders and failed promises, she contacted them via Facebook and Twitter. Here’s how the story starts on Facebook:

A very understanding opening from Lisa-Mari. She apologises for contacting Sony publicly and even says please when she asks for help. Then we move to:

As I type – there’s been no further follow up from Sony, despite a small bunch of people chivying them along on Twitter too. If your brand is online, then your job is customer services, end of story. And if you don’t get that I suggest you turn out the social lights, go home and let a more responsive company deal with your ex customers.

What’s a community? Part One

I’m experimenting again. Today I’ve been invited to Jamie Leonard’s reconverse event which is focussing on communities (so far with a heavy focus on talent and recruitment) and I’m having a go at live blogging. I think that’s a bit like tweeting, only slightly longer. Here goes:

What’s a community?

It’s a commercial network, see Brave New Talent in the UK as an example.

It’s groups in places like LinkedIn and Facebook, Beknown as an example.

It’s a company owned space, maybe for alumni?

More to follow soon…



Fill in the blanks

The picture above was taken last Sunday. It shows Keira’s innocent smoothie letters collection, there are a few gaps. This is a story about how friends and social tools helped fill in the blanks.

facebook two

Tuesday evening, the postman has been and there are two letters for Keira. Two letters containing three letters, if you see what I mean?

And so now, everything is in its place.

Thanks to Sara Headworth and Belinda Unasing for their swift generosity.

And the next time someone asks you “where’s the return on investment on social media?”, maybe you should ask them to talk to Keira?