Squeaky Chalk News January 7 2011

#Crush2011

This is our slogan. We’ve made a few banners and got tattoos indicating our determination to absolutely crush 2011 in creating awesome villages for our clients and ourselves. Care to join us at the end of the day in Village Hall near the fire?

Chalkboarder is roaring into 2011 and we wanted to give you a little news from this past week.

James Beard Dinner Coverage – Berkshire Raised

Just today, we were approached by the Berkshire Chefs from around Albany, New York. In September 2009, they had been on their way to the James Beard House to prepare dinner using Berkshire raised ingredients. With a little 3000 mile collaboration, Chalkboarder was able to distribute content semi-live during the culinary preparation and dinner over social media.

They’ve asked us to do this again. I’m not sure of the date yet, but we’re very excited to become a “Social Media On Demand” producer for their benefit. It’s a challenge to coordinate social media production and distribution being 3000 miles away, but we’re pretty confident in conducting an effective campaign.

Urban Toile – Atlanta’s Hottest Food Truck (Launching Soon)

We’ve been working for the past couple months on a very exciting and challenging project – writing business plan, researching and coordinating logistics and relationships. Our client, Urban Toile, is only a couple weeks from ordering a $70,000 brand new food truck and is VERY close to signing a relationship with Atlanta’s hottest BBQ joint, Fox Barbeque. Stay tuned as we ramp up Urban Toile’s social media prior to the launch of the truck.

Northwest Foodservice Show

In partnership with Paul Paz of WaitersWorld (and longtime Oregon Restaurant Association board member), we’ve launched social media strategies that will help foodservice exhibitors and operators Raise The Bar in their social media adoption. Chalkboarder will be sharing a lot of messaging over the next few months from this source.

Foodportunity PDX

Foodportunity PDX is back! March 7th at the Heathman Hotel again. Join us that night for #nomnoms and great chat with great local restaurateurs and chefs. Chalkboarder was hired again to line up the participating restaurants and provide “Social Media On Demand” for this event.

Social Media for Pros

Over the last few months, Chalkboarder has been aligning with and working closely with The Scene Marketing Group, here in Portland. We’ve hired SMG to be part of some large “Social Media On Demand” teams for six large (10,000 to 50,000 attendee) events around the country and are very excited by all the collaboration.

We’re in last phase planning for a social media educational program to be offered in two formats, here in Portland. An attendee of this program can learn enough skill and strategy to plan and execute a strong Social Media Optimization plan. It’s still a little early to release specific details, so stay tuned for announcements in a week or two.

Well, we don’t want to tie up your Friday when we’re certain you, like us, are trying to #Crush2011. Cheers and see you at Happy Hour!

Jeffrey J Kingman

The Artful Element of Creative Surprise

Bald, bold and brash creativity in being competitive. How many businesses operate a competitive posture like this coach and football team?

How many small and medium sized businesses think “out-of-box” to gain big results?

 

Client Case Study: Coffee Fest

This past weekend Chalkboarder headed over to Meadowlands NJ to provide social media coverage of Coffee Fest’s first of three 2010 tradeshows. We were fortunate to meet some truly outstanding people within the specialty coffee and tea industry, from growers and suppliers, to roasters, coffee/tea shop owners and baristas. There seemed to be a fair number of folks attending who were planning to open a coffee/tea house.

Coffee Fest NYC Barista Competitor Megan's Signature Drink

Our mission at the Show was to journalize – to capture as much of the activity as we could to share with the friends of Coffee Fest and hopefully – that they would then share the high energy of Coffee Fest with their communities.

We’ve got some blogging to do – some retrospectives of the show. We were able to capture a large number of videos, create a Youtube Channel for Coffee Fest and engage a lot of the attendees and exhibitors through Twitter.

You can find all the videos over here at Coffee Fest Youtube, search the Twitter archives by using the hashtag #coffeefest, and stay tuned for the blog postings over here on Jeffrey Kingman’s Leaf & Berry Blog.

Small Biz Social Media

I’ve become really fascinated with how small independent businesses can take advantage of emergent social web tools. Much of my professional experience has been in the non-corporate world (except for Ritz Carlton, Hyatt, GTE Sprint, and some early career positions); independents generating less than $5 million in annual revenues.

The growth challenges posed to independents are, I believe, much more difficult than that for larger organizations. With larger organizations comes economies of scale. The independent organization manager has so many more hats to wear and not nearly the time or educational resources available.

How can these organizations take advantage of the new tools of the social web? The social web research firm Wetpaint/Altimeter found that organizations with total social media engagement were able to grow their businesses by 18%. It’s no secret that the social web offers organizations opportunities, but these players aren’t able to afford the market rate for social media strategists and community managers ($100/hour and $60/hour respectively).

**Please do not think you can conduct good social media by hiring a kid with a large Facebook account – that will FAIL miserably.

How does an independent restaurant, inn or coffee house effectively compete against the multi-units in social media? This question has been rattling around my brain for the past six months and I think there is a minimum of three answers:

Do It Yourself.  Doing it yourself offers the operator complete control. It also means significant time in learning effective strategies, tools and methods. In addition, it means significant time involvement in maintaining your social media activities (production, distribution, monitoring, engagement).

Outsource To A Large Firm. Outsourcing to a large firm can be attractive because of the automation offered in distribution, monitoring and analysis. In addition, you don’t have to invest time and money in learning effective strategies, tools and methods.  The disadvantage is that your organization will still have to do the content production and the engagement, requiring your time and attention.

Hire A Small Professional Creative Company. I posit that this is the best option for the independent small business. The creative company brings all the resources for production, distribution, monitoring and engagement – crafting and executing a sound and highly individualized strategy. Time requirement for the organization is minimal, requiring meeting in person or through technology for the creative professional to gather some raw content and give reports/feedback. It’s personal and accountable.

I’m going to forecast here that 2010 will be the year we’ll see an explosion of small creative social media providers catering to small business. Market rates will be reasonable, ball-parking in the $500 to $1000 per month range. With small business being the backbone of the American economy, I believe these social media providers will become the norm.

Brave New World

Illustration by Kathy Boake

A great article on how foodservice and hospitality operations can use social media, written for the Canadian hospitality industry by author Lesley Young for Foodservice World Magazine.

FH 01 10_BraveNewWorld

She quotes our CEO Jeffrey J Kingman in several places.

Yelp & Urban Spoon Comments

Guest Experience Staff Training

I’m researching a study of the restaurant industry, using Yelp and Urban Spoon as the main viewframe. While I’ve written in the past about how operators could use these two sites to their advantage, I feel compelled to share a different observation tonight.

Does your team need a refresher on what makes great experience for customers? I bet if you spent one hour with an all-staff meeting, asked them to all bring their laptops in for the meeting, then gave each staff member ten restaurants in Urban Spoon’s “Affordable Fine Dining” Category to view – that you’d have one hell of a good meeting discussion.

The trick to this is having your staff read the comments of these ten restaurants, then share the outstandingly good and bad comments with the team as a whole and then to look at yours.

Not only is this good training on excellent guest experience, it will give your staff the direct feedback of the dining public in your area; what they think about you, about your competition and what their expectations are of a good or great experience.

I promise you, it will be an eye-opener for your team.

The other thing it will do (bonus) is provide your staff with real-time competitive analysis of the other teams that they are directly competing with in your area. What a great way to bring your team even more together towards a common goal!

By the way, it’s so easy for operators to get their basic information on these sites. I am completely clueless as to why any operator would stuff these two sites with pictures, the menu, etc.

Also, it’s extremely rare to find an operator responding to the negative comments (much less the positive ones) on these sites. How much time a night does that take – to look for a comment from the night? Thirty seconds? And then to write a reply? Another five minutes to increase guest loyalty so they’ll tell all their friends about your place?

Yelp and Urban Spoon should be the most basic of social web management for a restaurant. An operator should visit them daily – that would take maybe two minutes, tops.

2010 Is About Meaningful Content

Written for and cross-posted on FohBoh.com. I’m one of ten front-page contributors to FohBoh – the largest social network for the restaurant industry with over 13,000 members.

There’s been tens of thousands of conversations this past year about social media:

• what is it,
• how do you quantify ROI,
• how can you compare it to traditional marketing/advertising,
• what is the role of traditional PR/Marketing/Ad agencies with it,
• how do you use it, and,
• what is the most effective strategy?

Have you figured it all out?

I haven’t – social media is extremely dynamic, fluid and changing all the time. I read the leading social media theorists (Mashable.com, Paul Barron, Amanda Hite, Chris Brogan and numerous others) constantly; every day. While I’m not an expert and never want to be called a guru, I am most definitely a proponent, a social media evangelist and power user, both for my business and on behalf of some of my clients.

There’s been a number of pronouncements in the past few weeks – predictions – of what 2010 will bring for marketing, public relations, advertising and social media. I’m here on the last day of 2009 to share my distillation of these predictions with you.

The End of Traditional Marketing & Advertising (Static Announcements)

Let’s face it – have the marketing/advertising/PR strategies of the last forty years worked for you over the last two years?

• Is running a newspaper ad every week with a coupon really working for you?
• Is running a thirty second radio ad like a used car salesman begging people to “come on down” really working for you?
• Is the static “brochure” of a website really working for you?
• Is getting listed on the restaurant page of the newspaper working for you?
• Are the menu pages in the Yellow Book working for you?
• Is your direct email campaign really working?
• How results-satisfied are you with text messaging the special on hot wings and draft beer?
• Did placing an ad in the State Visitors Guide really work for you?
• Did making that 60 second video ad for the local cable network really pay off?
• Are static messages (think: flyers/coupons/etc) on Facebook and Twitter working for you?
• [for the major multiunits] Did that 30 or 60 second major network ad really build relationships in your local communities?

I could go on. It seems there’s countless means to market and advertise a static announcement to the public. Is it really working for you?

2010 Equals Content

Your customers want to believe you are in community with them – for their needs, desires and wishes. Are the traditional strategies listed above really demonstrating how much you value your customer?

So how can you communicate with your customer dynamically, meeting their needs and desires?

• Listen to them
• Comment on their messages – sincerely
• Let them produce content toward you
• Don’t get defensive
• Keep the mantra simple: It’s Not About You : It’s About Your Customer

Paul Barron and I had a conversation last week about the landscape of marketing, advertising and the social web. In an excellent post titled “Real Time Search could impact restaurants – big time!” on his blog Social Coco, Paul states “The point is that real-time is consuming the web in terms of new content that was not there just a few short years ago. This new content will impact restaurants in a big way as consumers not brands post videos, blogs, tweets, wall posts and podcasts more about their restaurant experience. And guess what all this will come up in: real-time search!”

John Jantz, in an article titled “Small Businesses Will Simply Become More Naturally Social” (cross-posted on Social Media Today and Duck Tape Marketing), states: “Social media activity and behavior can help facilitate communication and connection with your entire collaboration universe: prospects, customers, suppliers, partners, and employees and as such should be freed from the limited thinking.”

Free Stuff

We all like free stuff in this industry – free samples from the sales rep, free food and goodies from the tradeshows, etc. The old saying “free is a very good price” is part of our weekly vernacular. How many of you like free positive publicity?

Why not encourage your customers to share their life-stories with you through social media? Maybe a customer’s son or daughter videotaped the parents wedding anniversary dinner at your place. Perhaps a kid on the local baseball team is a regular customer – ask him for an interview that you can share. Take a couple pictures of your favorite businesspeople around town – share them through social media:

“My friend Joe at Zeke’s Auto knows more about foreign cars than anyone else I know. (picture link on web of Joe)”

What I’m suggesting is to use your marketing/advertising efforts to build community instead of standing on the street corner bull-horning the nightly special.

The 24 to 48 Hour News Cycle

I’m not saying never talk about your business – I’m saying make the community needs of your customers take priority in your marketing/advertising. I’m saying that even large multi-units can do this – by being meaningfully engaged in local community through social media.

You have the opportunity to create a localized 24 to 48 hour news channel that benefits and build community. And when you talk mostly about others, when you put others first, when you give to the community – it will reward you.

People will respond – and they will love the occasional story from your crew! You – as restaurant owner, as chef or line cook, as general manager, bartender or waiter, hostess or dishwasher – have the opportunity; the right even… or perhaps responsibility, to connect community together – just as much as the minister, town council member or fireman.

Tell your community’s stories first through your messages and your stories last. People will notice. Make your message revolve around your customers, not you.

Blogpost Fluff: Top 2009 Facebook Statistics

Facebook currently boasts over 350 million users

50 percent of Facebook users log on in any given day

Each day, 35 million users update their status

55 million status updates are posted each day

2.5 billion photos are uploaded to the site each month

3.5 million events are created each month

There are more than 1.6 million active Pages on Facebook

Over 700,000 local businesses maintain active Pages on Facebook

Users

The average user has 130 friends on the site

On average, users spend more than 55 minutes per day on Facebook

The Like button is used on 9 pieces of content on average each month

25 comments are written by users on Facebook content each month

Most users are member of at least 12 groups

International

About 70% of Facebook users are outside the United States

Over 300,000 users helped translate the site through the translations application

custserv 02 :: Customer Service Follow-Ups

#custserv 02 :: Customer Service Follow-Ups

Transcript from The Customer Service Dialogue on Twitter

Please join us weekly every Tuesday at 9pm EST by following #custserv

:::::::::::::

JeffreyJKingman Starting Now: Customer Service Follow-ups Discussion on Twitter w/@MarshaCollier: come share your experiences at #custserv

JeffreyJKingman @MarshaCollier are you here? #custserv

JeffreyJKingman The Customer Service Dialogue. Every Tuesday night at 9pm EST w/best-selling author @MarshaCollier on hashtag #custserv

MarshaCollier RT @JeffreyJKingman: Now: Customer Service Follow-ups Discussion on Twitter w/@MarshaCollier: come share your experiences at #custserv

Ramon_DeLeon RT @JeffreyJKingman: The Customer Service Dialogue. Every Tuesday night at 9pm EST w/best­selling author @MarshaCollier on hashtag #custserv

JeffreyJKingman Customer Service Dialoge: Tonights topic for 12/29: Customer Service Follow Up #custserv #custserv

JeffreyJKingman Welcome everyone.. Marsha, could you just give a quick intro of yourself? #custserv

MarshaCollier Thanks if you’ve come by for our #custserv chat tonight @JeffreyJKingman – whats tha first question..?

JeffreyJKingman I’m Jeff: CEO of Chalkboarder.com. We do relationship engineering B2B and B2C both on/offline; former Exec Chef 9X across USA #custserv

JeffreyJKingman Q1: What industry do you think is the worst/best in customer service followup? #custserv

HRMargo #custserv is there a radio feed that goes along with this chat or is it mere twitter stream convo?

awakeningaimee RT @MarshaCollier: RT @JeffreyJKingman: Now: Customer Service Discussion on Twitter w/@MarshaCollier: share your experiences at #custserv

JeffreyJKingman @HRMargo It’s a twitter-dialogue. Welcome in! #custserv

JeffreyJKingman CustServ Q1: What industry do you think is the worst/best in customer service followup? #custserv

MarshaCollier @HRMargo you can follow along in a search for #custserv

JeffreyJKingman All are welcome to participate in Twitter-dialogues – feel free to shoutout. #custserv

MarshaCollier Q1: also, follow up with food vendors. Ever notice supermarkets & drug stores just try to sell and don’t care about you? #custserv

MarshaCollier Q1: Tee hee, auto repair! I drove for a couple of months with no oil cap! #custserv

JeffreyJKingman Marsha, was there a first part to your tweet? #custserv

MarshaCollier @Shennee_Rutt Hi there, join in! to #custserv

MarshaCollier @ToddDavidMehl We’d love your comments, please hashtag #custserv at the end so everyone can see them

JeffreyJKingman Q2: What is the worst example of customer service followup you have experienced? Everyone can chime in on questions.. ) #custserv

MarshaCollier OK, whoever made the comment about Virgin America needing a bar and deleted.. very funny #custserv

awakeningaimee RT @MarshaCollier: Q1: mobile phone providers & I hate automated systems. Calling insurance companies is up there. #custserv

MarshaCollier @awakeningaimee I’ve found I get better service with mobile phone providers when I go into their store. Like night and day #custserv

awakeningaimee Q1: mobile phone providers & I hate automated systems. Calling insurance companies is up there. #custserv

JeffreyJKingman Q2 What is the worst example of customer service followup you have experienced? Everyone can chime in on questions.. ) #custserv

awakeningaimee @MarshaCollier agreed #custserv I think healthcare & medical insurance is pretty bad from a insider view.

Shennee_Rutt @MarshaCollier If a company you had a bad customer service experience with righted the wrong, I would say that is a good thing! #custserv

MarshaCollier Q2: I’m with @awakeningaimee in insurance companies. They make you stay on hold F O R E V E R #custserv

MarshaCollier Seriously, are you being shy? I know you’re there – you al DM’d me #custserv

MarshaCollier @awakeningaimee DOctors can be lousy customer service people too.. not keeping a schedule by booking too many patients #custserv

awakeningaimee Q2 I would say doctor’s office that cared more about verifying insurance than taking an emergency patient #custserv

MarshaCollier @Shennee_Rutt Exactly, a bad customer experience gives a company the chance to shine by correcting #custserv

rewardfeedback #custserv – Q1 – Restaurant, mechanic shops, hotels, spas… in that order…LOL

MarshaCollier @awakeningaimee DOn’t you think doctors should do that before your appointment? Good point! #custserv

Shennee_Rutt @MarshaCollier My trick to avoid being on hold for long periods of time is to keep hitting 0, until I talk to a human beiing. #custserv

wrw_usa Q2 yup agree on insurance companies and most doctors (non boutique) offices #custserv

JeffreyJKingman My worst experience was a pizza shop at an OH airport #custserv

MarshaCollier @rewardfeedback Can you gice specifics? You’re right though. Most retail establishments don’t care once you walk out the door #custserv

Ramon_DeLeon @MarshaCollier Some biz make it hard 2 really Rave abt Awsum Service when all u get is a touchtone phone survey on receipt #custserv

JeffreyJKingman Q2 When I got home I emailed a complaint to the company and copied to entire city council. #custserv

MarshaCollier @wrw_usa I HATE my insurance company. But I’ve found if you have a good agent, they can smooth thing a bit #custserv

MarshaCollier @Shennee_Rutt Hitting 0 doesn’t always work .. its all about disrespecting the customer’s time #custserv

SeattleTallPopp @JeffreyJKingman Would love to see you discuss #custserv best practices.

awakeningaimee RT @MarshaCollier: @awakeningaimee Our office is pedi-cardiology. We refer out sometimes. Unfortunatley a lot of docs r about $$ #custserv

anniesgoathill RT @MarshaCollier: @Shennee_Rutt Exactly, a bad customer experience gives a company the chance to shine by correcting #custserv

rewardfeedback Being at a Denny’s for breakfast – the server forgot my toast. I asked for it & he yelled “need toast for the cow at 14″ #custserv

wrw_usa @MarshaCollier indeed; let them work a little for that commission #custserv

JeffreyJKingman Q3: What could companies customer service dept discussed have done differently? #custserv

MarshaCollier @awakeningaimee I’m addressing doctors in my new book, interviewed a few. Got some good tips for making patients feel more cared #custserv

awakeningaimee @Shennee_Rutt I do that too #custserv

JeffreyJKingman RT @SeattleTallPopp: @JeffreyJKingman Would love to see you discuss #custserv best practices. ::: Future topic in next couple weeks Hiya!

MarshaCollier @JeffreyJKingman LOL, Dominos always burns a thing crustr pizza – they never get it right #custserv

MarshaCollier @wrw_usa Exactly, that is what insurance agents are for – let them EARN their money #custserv

SeattleTallPopp @JeffreyJKingman What’s the topic this week? #custserv

LindaSherman Q1 best/worst industries for #custserv follow up. I think “worst” industries are where companies have a chance to distinguish themselves.

MarshaCollier RT @rewardfeedback Denny’s for breakfast – the server forgot my toast. I asked for it & he yelled need toast for the cow at 14 #custserv

MarshaCollier @rewardfeedback Lovely – restaurant people take note what goes on with the customers! #custserv

awakeningaimee @MarshaCollier excellent. Let me know if you want talk to Andrew or I can help In any way. I do my best to see to the patients. #custserv

JeffreyJKingman @MarshaCollier This was not a Dominos, but much smaller chain. On-site mgmt #fail. Got a gift cert in the mail for $25 #custserv

wrw_usa @JeffreyJKingman if they don’t have a blog, participate in Twitter or FaceBook, or monitor Yelp ratings; let em RIP! #custserv

JeffreyJKingman RT @SeattleTallPopp: @JeffreyJKingman What’s the topic this week? #custserv :: This week is Customer Service Follow-ups

MarshaCollier @anniesgoathill But how many actually follow up and make things right? I will tell you that #FedEx does! they listen #custserv

rewardfeedback There needs to be more measurement of service activities and tangible benefits to customers for giving feedback #custserv

MarshaCollier @LindaSherman Thanks for joining, you must have some horror stories considering all your travels #custserv

MarshaCollier BTW @LindaSherman was the CEO of Club Med Japan #custserv

SkagitIMS #custserv to me is when you call the Ning Corporate office you get at least an answering machine to report a TOS violation (cont’d)

SeattleTallPopp @JeffreyJKingman I got new tires a couple years ago. Firestone called TWICE to make sure I was happy. #custserv

Rieva Providing stand-out customer service is a great way for small business owners to stand out. #custserv

MarshaCollier @wrw_usa Yelp has become a significant force. If a restaurant isn’t following the posts they loose ­big time #custserv

wordsdonewrite I had a bad experience at Baskin-Robbins when I went 4 my free bday ice-cream. Manager yelled at me. Called corporate to complain. #custserv

MarshaCollier @awakeningaimee Let’s DM afterwards and we can talk about it! #custserv

JeffreyJKingman Let’s repeat Q2: What is the worst example of customer service followup you have experienced? #custserv

MarshaCollier @Rieva absolutely – and that means ALL BUSINESSES. Anyone who takes $ in exchange for anything #custserv

SkagitIMS #custserv cont’d – like the one of a nasty website on Ning calling for more Lakewood & #eatonville terror attacks on heroic cops. (END)

MarshaCollier I have found that most businesses use Facebook in a pretty self serving manner, @wrw_usa do you have good examples? #custserv

JeffreyJKingman @wordsdonewrite How did corporate respond? #BaskinRobbins #custserv

wrw_usa ClubMed could teach most companies about customer service #custserv

MarshaCollier @SeattleTallPopp Have you been let down by a business? #custserv

SeattleTallPopp @JeffreyJKingman Publishers send me books. Most memorable? Handwritten note w/ book & a follow up e-mail. Much appreciated. #custserv

JeffreyJKingman @SkagitIMS Did Ning.com reply? #custserv #eatonville

MarshaCollier @SeattleTallPopp That’s an amazing tribute to Firestone tire – was it a local store? #custserv

rewardfeedback I don’t understand why any customer is willing to wait until after they’ve left to be contacted. Real-time solutions are best. #custserv

Ramon_DeLeon @Rieva I call it ‘Deliver the WOW’ #custserv

MarshaCollier @wordsdonewrite Are you serious? that’s outrageous. No more Baskin Robbins (at least at that location) #custserv

Rieva Just had a horrible Christmas shopping experience ordering from Sears’ Web site. Completely unsatisfactory response. #custserv

wordsdonewrite Listened to my story. Said they’d tell owner (it was a franchise). RT @JeffreyJKingman How did corporate respond? #BaskinRobbins #custserv

JeffreyJKingman Q4: How many people did you tell about the negative experience and how (face2face, email, socialweb)? #custserv

wrw_usa @rewardfeedback agree which is why if brands aren’t monitoring real time customer experience (Twitter) they’re not doing it right #custserv

awakeningaimee @MarshaCollier Boston Market, had a bug in creamed spinach. Called & they acted like I wanted a handout. Worst #custserv

MarshaCollier @SkagitIMS If a web business waits too long on on TOS violations, they will end up in total disrepute #custserv

MarshaCollier @wrw_usa How so? #custserv

wordsdonewrite I blogged about it 2 feel better! RT @MarshaCollier R U serious? Outrageous. No more Baskin Robbins (at least at that location) #custserv

wrw_usa @MarshaCollier Agree; Yelp is a growing local market force to watch #custserv

MarshaCollier RT @brooksbayne: @MarshaCollier PF changs does a good job with facebook, imo.

JeffreyJKingman @Rieva Let’s talk after; I can point you to Sears customer fix-it dude. Ever seen blog on ‘Sears Killed My Dog’? #custserv

Rieva @Ramon_DeLeon not enough businesses know how to or care about “delivering the Wow” it’s a shame #custserv

awakeningaimee RT @JeffreyJKingman: Q4: Probably 1 to 5 #custserv

wrw_usa @awakeningaimee sad commentary on Boston Market #fail #custserv

SeattleTallPopp @MarshaCollier Biz books tout Dell’s legendary service. Bought my laptop & proceeded to spend HOURS on their help line. #custserv

MarshaCollier @Ramon_DeLeon Delivering the WOW had its day – customers demand more than WOW. They need to be respected #custserv

JeffreyJKingman RT @SkagitIMS: @JeffreyJKingman No they haven’t to TWO e-mails #custserv DM me for an e-mail to send details. (ning.com)

MarshaCollier @Rieva What happened with #Sears? #custserv

SeattleTallPopp @MarshaCollier Definitely a disconnect between Dell’s reputation and the actual customer experience. #custserv

RayJGordon Q2 Lufthansa at Frankfurt Airport – they wouldn’t let me make an emergency collect call to American Express to get new flight #custserv

MarshaCollier If you can’t keep up, @JeffreyJKingman posts the chat feed in a couple of days – look for the link­#custserv

Rieva @JeffreyJKingman I haven’t seen it. That would be great, I am still really annoyed. #custserv

JeffreyJKingman @RayJGordon Did you complain to Lufthansa? #custserv

rewardfeedback I don’t want vendors to have my personal info to reply to my experiences. Anonymity is king in my book! #custserv

SeattleTallPopp RT @MarshaCollier @SeattleTallPopp That’s an amazing tribute to Firestone tire -was it a local store? #custserv Yes, local.

wordsdonewrite Here’s the full story of my Baskin-Robbins experience. Blogging can be therapeutic! http://tinyurl.com/y8oh48c #custserv

MarshaCollier @wrw_usa #FedEx saw my pain, responded on Twitter immediately, but I was too annoyed to repeat, they followed up 2 days later! #custserv

awakeningaimee @JeffreyJKingman @MarshaCollier seen the new Domino’s ad where the address customer feedback? Even the CEO kinda brilliant. #custserv

wrw_usa @MarshaCollier can direct you to a physician that built his practice exclusively via Yelp & social media #custserv

JeffreyJKingman RT @MarshaCollier: @Ramon_DeLeon Delivering the WOW had its day – customers demand more than WOW. They need to be respected #custserv

SeattleTallPopp @MarshaCollier RE: Firestone. Their customer service was stellar from the moment I walked in the door to their follow up. #custserv

wrw_usa @MarshaCollier you can also use TweetChat or Twazzup http://bit.ly/8eOjxV for feeds #custserv

JeffreyJKingman @awakeningaimee I saw that this morning via @paulbarron: It’s a good move on Dominoes part #custserv

awakeningaimee @wrw_usa I’d like more info on building doc practice thru social media #custserv

rewardfeedback what if you received a valuable coupon for giving a business your thoughts anonymously DURING the experience? Rocks, right? #custserv

MarshaCollier RT @awakeningaimee: #BostonMarket, had a bug in creamed spinach. Called & they acted like I wanted a handout. Worst #custserv <hope they see

RayJGordon @JeffreyJKingman vehement complaints to supervisors at airport face2face – alas, to no avail! #custserv

JeffreyJKingman I will post a transcript of the Customer Service dialogue late tomorrow on hashtag #custserv

MarshaCollier @SeattleTallPopp That’s good to hear. I’ve heard that lately they’ve improved their service #custserv

awakeningaimee @MarshaCollier never got take out from there again #custserv

MarshaCollier @Rieva Did you see @JeffreyJKingman’s tweet? He’ll hook you up w #sears #custserv

SeattleTallPopp @JeffreyJKingman @MarshaCollier @Ramon_DeLeon Delivering WOW isn’t the challenge-­delivering WOW throughout your organization is. #custserv

Ramon_DeLeon @Rieva What a Biz needs 2 do is educate it’s customers on it’s products and make it FUN ordering it. This can help prempt issues #custserv

JeffreyJKingman Portland OR had a customer service #fail when e-coli discovered in public water (communications) #custserv cc: @MayorSamAdams

Rieva @MarshaCollier it just didn’t seem to matter to them, even when I said there’d be one very unhappy 10 yr old #custserv

awakeningaimee RT @JeffreyJKingman: @awakeningaimee I saw that this morning via @paulbarron: It’s a good move on Dominoes part #custserv ((totally agree))

MarshaCollier @RayJGordon Wonder if Lufthansa is on Twitter. That’s outrageous! #custserv #fail

JeffreyJKingman @RayJGordon Did you contact Lufthansa corporate after? #custserv

Rieva @MarshaCollier yes, thanks, saw it #custserv, very appreciative

MarshaCollier We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv

JeffreyJKingman Q5: What is the best example of customer service followup you have experienced? #custserv

SeattleTallPopp @MarshaCollier I have had outstanding customer service at Sears auto service as well. Drive 10 miles out of my way to go there. #custserv

awakeningaimee RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv ((agreed)

Ramon_DeLeon @Rieva @garyvee Makes Ordering Wine Fun…I make ordering Pizza Fun. I will b in LA for #Gravsum in Feb. #custserv

Rieva @Ramon_DeLeon But Ramon, not enough businesses have owners like you, who really care about customer happiness #custserv

MarshaCollier @Ramon_DeLeon I might suggest quality content and engagement. #custserv about

wordsdonewrite I don’t think gov’t thinks it has customers! RT @JeffreyJKingman Portland had #custserv fail when e-coli was discovered in public water.

LindaSherman @JeffreyJKingman Would love to give examples of excellent #custserv. I found Q1,2 and 4 but can’t find Q3. Could you please repeat?

SkagitIMS RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv

karla_porter when companies start 2 c negative trends they must act rather than waiting for chickens 2 fall from the sky #custserv

JeffreyJKingman @LindaSherman Q3: What could the companies discussed have done differently? #custserv

LindaSherman Sorry – there it is RT @JeffreyJKingman: Q5: What is the best example of customer service followup you have experienced? #custserv

awakeningaimee RT @JeffreyJKingman: Q5: What is the best example of customer service followup you have experienced? #custserv ((AAA after I got right peep

Rieva @Ramon_DeLeon oh maybe I’ll meet you there #custserv

hackmanj RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv

Shennee_Rutt @MarshaCollier I agree! Speak now, or forever hold your peace. #custserv

MarshaCollier @fail_watch I think public utilities are often some of the worst offenders. They really DO own their custoemrs #custserv

JeffreyJKingman @wordsdonewrite I think some govt agencies “get” #custserv: others don’t or stick head in sand.

MarshaCollier @Ramon_DeLeon Will you teach my local Dominos how to make the thin crust – pretty please? #custserv

TheJackB RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv

JeffreyJKingman RT @karla_porter: when companies start 2 c negative trends they must act rather than waiting for chickens 2 fall from the sky #custserv

JeffreyJKingman RT @Shennee_Rutt: @MarshaCollier I agree! Speak now, or forever hold your peace. #custserv

MarshaCollier @hackmanj What’s your biggest complaint? #custserv

JeffreyJKingman @karla_porter too many organizations have fear of negative feedback; it’s time to embrace your fear, C-Levels on down #custserv

wordsdonewrite Yes. Some do. RT @JeffreyJKingman: I think some govt agencies “get” #custserv: others don’t or stick head in sand.

awakeningaimee @JeffreyJKingman @MarshaCollier I tend to get what I want. Realizing that u might need to speak to someone else helps. #custserv

Ranker_com So true. RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv

JeffreyJKingman RT @SeattleMaven: @JeffreyJKingman Hotel called me to tell me I’d left an item – and shipped it w/ no charge! #custserv

wordsdonewrite I know, right? Don’t offer a promotion if you can’t honor it with a smile! RT @SkagitIMS: that’s mean of people #custserv

MarshaCollier Good employee relations: RT @KFIAM640 news anchor Aron Bender got married ithis afternoon. It was webcast. We webcasted his gift. #custserv

karla_porter @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv

Ramon_DeLeon @Rieva Checkout what we are doing at a National Level to address quality concerns http://www.pizzaturnaround.com #custserv

JeffreyJKingman (RT) Q5: What is the best example of customer service followup you have experienced? #custserv

MarshaCollier @SeattleMaven That’s awesome #custserv

JeffreyJKingman RT @Shennee_Rutt: what I mean is if you are a unhappy customer, and never speak up, You will not have resolution to said issue. #custserv

MarshaCollier @JeffreyJKingman In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv

karla_porter @JeffreyJKingman Q5: Intuit -15 min after an online purchase they called to offer me walk through instructions/answer Q’s. #custserv

MarshaCollier RT @Ramon_DeLeon: @Rieva Checkout what we are doing at a National Level to address quality concerns http://www.pizzaturnaround.com #custserv

kenmoir Top-notch post from @Seiden on what makes truly great #custserv – why it’s rare & what each of us can do about it: http://bit.ly/7Rj5oq

JeffreyJKingman So recognizing that emcee-ing this dialogue has me why out in front, I’ll ask our last question of the night #custserv

JeffreyJKingman Q7: What best-practice suggestion do you have for any customer service department? #custserv

rewardfeedback But many people fear repercussions – if a business knows you can twitter, they can too. The embarrassment keeps them quiet #custserv

wrw_usa @awakeningaimee see http://bit.ly/8iU2pL & Yelp ratings http://bit.ly/65AUyl #custserv *DM me for more

JeffreyJKingman RT @karla_porter: @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv

Rieva @JeffreyJKingman 1of the best: Nordstroms. When I lost my $20 Nordstrom bucks & didn’t use it, they sent new certificate #custserv

LindaSherman Q5 My fave #custserv for ’09: Allen Edward Appliance Repair; My Plumbing Doctor; Ed Little Auto Service: professional, prompt, right price

JeffreyJKingman RT @karla_porter: Q5: Intuit -15 min after an online purchase they called to offer me walk through instructions/answer Q’s. #custserv

MarshaCollier @karla_porter #Intuit FTW! #custserv

JeffreyJKingman RT @Rieva: 1of the best: Nordstroms. When I lost my $20 Nordstrom bucks & didn’t use it, they sent new certificate #custserv

JeffreyJKingman RT @MarshaCollier: In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv

SeattleTallPopp @JeffreyJKingman I was dining at the Herbfarm & my camera died! @Herbguy (owner) loaned me his & then uploaded the photos for me. #custserv

rewardfeedback Best advice is constant touch points with the consumer and consistent measurement to ensure quality across all segments #custserv

awakeningaimee @wrw_usa Ty #custserv

MarshaCollier @Rieva Major stores should keep serial numbers on those. Good to hear #custserv

SkagitIMS I got good #custserv when an indented collectable by an eBayer got a full refund before it was shipped.

karla_porter @MarshaCollier oh yeah. thought it was my mom, I was pleasantly surprised! Said, “If you ever need us we’re here for you”. Whoa.. #custserv

JeffreyJKingman RT @rewardfeedback: But many people fear repercussions – embarrassment keeps them quiet. Meaning customer embaressment? #custserv

wrw_usa RT @JeffreyJKingman: @karla_porter 2many organizations have fear of negative feedback; time to embrace your fear, C-Levels on down #custserv

MarshaCollier RT @rewardfeedback Best advice is constant touch pts w the consumer & consistent measurement 2 ensure quality across all segmnts #custserv

rewardfeedback and make customers feels appreciated and encouraged to provide feedback whether good or bad #custserv

JeffreyJKingman RT @SeattleTallPopp Dining at the Herbfarm & my camera died! @Herbguy (owner) loaned me his & then uploaded the photos for me. #custserv

LindaSherman Q7 As with the Ritz Carlton give every employee the authority to do what it takes to take care of the problem. #custserv

Rieva RT @MarshaCollier: In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv

wrw_usa YES!! RT @karla_porter: @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv

MarshaCollier @SeattleTallPopp Good to hear good service from @Herbguy – is he very active on Twitter? #custserv

JeffreyJKingman RT @rewardfeedback: Constant touch points with the consumer and consistent measurement to ensure quality across all segments #custserv

awakeningaimee RT @JeffreyJKingman: Q7: What best-practice suggestion do you have for any customer service department? #custserv (try to be them)

MarshaCollier @SkagitIMS That’s what eBay should be about #custserv

SeattleMaven @SeattleTallPopp No where near the fanciest I’ve stayed at, but stellar lost-and-found service!! #CustServ

SeattleTallPopp RT @MarshaCollier @SeattleTallPopp Good to hear good service from @Herbguy – is he very active on Twitter? #custserv –> Yes, very active.

rewardfeedback @JeffreyJKingman Absolutely. Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

JeffreyJKingman @LindaSherman I worked for old Boston Ritz in mid 90s – so true. They ‘get’ it. #custserv

MarshaCollier @JeffreyJKingman I think we are often afraid to speak up. (like the waiter will spit in my food) #custserv

JeffreyJKingman RT @MarshaCollier: I think we are often afraid to speak up. (like the waiter will spit in my food) #custserv

MarshaCollier Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv

JeffreyJKingman RT @rewardfeedback: Absolutely. Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

MarshaCollier @JeffreyJKingman The Ritz employee may be more devoted than at Dennys? #custserv

SeattleTallPopp RT @TheGourmetGirl In this country we have gotten used to being abused & to accept I disagree.

SkagitIMS RT @MarshaCollier: @SkagitIMS That is what eBay should be about #custserv

MarshaCollier RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

LindaSherman @MarshaCollier It’s always easy for me to dig up where I have had good #custserv because I yelp them. http://lindasherman.yelp.com

rewardfeedback @JeffreyJKingman RT – now imagine the middle aged and seniors who do not have technology avail to use and are fearful #custserv

karla_porter Q7: custserv reps in dept shuld b on the same page & attend customers w/ uniformity quality shudnt vary shud always b excellent #custserv

cbruemmer RT @MarshaCollier: RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

MarshaCollier @LEXXtech99 Wouldn’t it be nice if everything worked that way? #custserv

SeattleTallPopp @TheGourmetGirl Of the hundreds of transactions you encounter on a regular basis, how many are truly bad? I bet..not many. #custserv

Ramon_DeLeon While Tweeting #Custserv I got a Surprised FREE Cookie with my @dunkindonuts coffee….Good Karma

Desdemona_ @MarshaCollier: @LindaSherman @JeffreyJKingman Fun list you guys have going! .. #custserv

PrixFixeOnline @JeffreyJKingman I used to be afraid to speak up – now not so much. #custserv

MarshaCollier If humanity is taken into account, perhaps some employees can think out of the box to give good service? @karla_porter #custserv

wrw_usa @MarshaCollier and must read ‘the Cluetrain Manifesto’ http://bit.ly/4vanYq #custserv

rewardfeedback @SeattleTallPopp but sadly so few excite me. I’m a valuable marketer just waiting to sell your product for u #custserv

MarshaCollier @Ramon_DeLeon Wonderful! So is the service in a @DunkinDonuts retail location? I’ve never been #custserv

wrw_usa RT @Ramon_DeLeon: While Tweeting #Custserv I got a Surprised FREE Cookie with my @dunkindonuts coffee….Good Karma **SWEET!!

JeffreyJKingman @MarshaCollier RitzCarlton told new hires (1995) that they spend $30K & 6 mos to train. They empower employees to fix NEthing #custserv

karla_porter @MarshaCollier training is key – scripts are guidelines but reading them like robots is awful! #custserv

MarshaCollier @PrixFixeOnline Has speaking up worked for you with businesses? #custserv

MichelFalcon You know it! RT @Rieva: Providing stand-out customer service is a great way for small business owners to stand out. #custserv

JeffreyJKingman RT @rewardfeedback: RT – now imagine the middle aged and seniors who do not have technology avail to use and are fearful #custserv

TheGourmetGirl RE http://bit.ly/5mFcxa @SeattleTallPopp Now THAT is customer service! #custserv

MarshaCollier @JeffreyJKingman Yes, The Ritz lets their employees have leverage, go the extra mile? think out of the box! #custserv

JeffreyJKingman @SeattleTallPopp For me? ~5 to 10% of all my transactions could be much better customer service #custserv

SeattleTallPopp @JeffreyJKingman Of the hundreds of transactions you encounter on a regular basis, how many are truly bad? I bet..not many. #custserv

awakeningaimee @JeffreyJKingman @MarshaCollier thanks 4 the #custserv tweet chat

JeffreyJKingman RT @_Desdemona_: @MarshaCollier: @LindaSherman @JeffreyJKingman Fun list you guys have going! .. #custserv ::: Thank you! Every week

JeffreyJKingman RT @PrixFixeOnline: @JeffreyJKingman I used to be afraid to speak up – now not so much. #custserv

MarshaCollier I hope you’ll all join in again next week – we’ll have a different topic! #custserv

wrw_usa @JeffreyJKingman @MarshaCollier Thanks for TweetChat! #custserv

JeffreyJKingman RT @MarshaCollier: I hope you’ll all join in again next week – we’ll have a different topic! #custserv

karla_porter @SeattleTallPopp @JeffreyJKingman most of my custser interactions are acceptable few are exceptional =) #custserv

LindaSherman @Rieva So agree. Nordstroms has firmly held on to outstanding #custserv for years. It really feels good to shop there.

MarshaCollier I can’t wait to read the entire stream. So many good comments on #custserv this week

MichelFalcon Exceptional #custserv provided from your “front lines” MUST be celebrated. If not, it’s like winning the Stanley Cup w/o the trophy or ring

PrixFixeOnline @MarshaCollier It’s been hit and miss really, works well when at a restauraunt at least in my case. Retail…it’s a crap shoot. #custserv

karla_porter Ditto! RT @wrw_usa: @JeffreyJKingman @MarshaCollier Thanks for TweetChat! #custserv

JeffreyJKingman Thank you all for joining in #custserv this week! I’ll post the transcript by tomorrow night and message the url on #custserv

SeattleTallPopp RT @TheGourmetGirl RE http://bit.ly/5mFcxa @SeattleTallPopp Now THAT is customer service! #custserv cc @herbguy

SmallBizMuse RT @MarshaCollier @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

MarshaCollier Also thanks to @PrixFixeOnline @_Desdemona_ @SeattleTallPopp @cbruemmer @SkagitIMS #custserv @TheGourmetGirl @SeattleMaven @Rieva #custserv

Rieva @JeffreyJKingman Thanks you and @marshacollier #custserv

LindaSherman @mollierosev Many Yelpers write long detailed reviews. I yelp only when I’m delighted or mad, I make my point and I’m done. #custserv

karla_porter @JeffreyJKingman it would be fantastic if you included Twitter user names to so we can follow others ­thanks! #custserv

JeffreyJKingman @MichelFalcon That’s an excellent statement too long to RT )) #custserv

MichelFalcon When companies like @zappos and @amazon say there is a direct correlation between #custserv and revenue growth we should all listen!

SeattleTallPopp @karla_porter I agree, few are exceptional. Think most fab #custserv experiences are due to an individual rather than the organization, no?

hackmanj @MarshaCollier Definitely over-promising and under delivering. I much prefer the opposite. #custserv

Rieva @LindaSherman Yes @Nordstrom has figured out that taking care of its customers keeps us coming back #custserv

dadekian Really outstanding: RT @SeattleTallPopp RT @TheGourmetGirl RE http://bit.ly/5mFcxa Now THAT is customer service! #custserv cc @herbguy

karla_porter @SeattleTallPopp most def! Regardless of exceptional policies if the employee doesn’t deliver well it doesn’t reflect #custserv

wrw_usa Twazzup feed for #custserv chat 2nite: http://bit.ly/8eOjxV

Ramon_DeLeon @MarshaCollier I am a regular there and it was thru the Drive Thru…She said Happy New Year @dunkindonuts #custserv

JeffreyJKingman The transcript includes names of those sending the message during the dialogue (removing date/time and reversing the chronology) #custserv

MarshaCollier Sorry if I missed anyone CU next week? #custserv TY @kenmoir @wordsdonewrite @TheJackB @hackmanj @Shennee_Rutt @fail_watch @RayJGordon

TheGourmetGirl @MarshaCollier Enjoyed jumping in on your #custserv topic tonight, thanks to @SeattleTallPopp for the intro.

wordsdonewrite @MarshaCollier Really enjoyed your weekly #custserv Twitter chat! Until next week…

JeffreyJKingman @Ramon_DeLeon Dunkins is good coffee; excellent brand development – but I learned I had to be specific in ordering #custserv

Ramon_DeLeon @JeffreyJKingman Goes back 2 my earlier comment-Biz needs 2 educate clients on products and How 2 order #custserv

PrixFixeOnline @MarshaCollier Wish I hadn’t been so late to the discussion. #custserv

JacobNahin RT @MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv

LindaSherman Fun chatting with you tonight @MarshaCollier @JeffreyJKingman @rieva @_Desdemona_ @mollierosev @kjonesphd @karla_porter @wrw_usa #custserv

Ramon_DeLeon @JeffreyJKingman I am such a @dunkindonuts regular that via Drive Thru all I have to do is say “YES”

Rieva @JeffreyJKingman thank you Jeffrey, it was quite informative & really fast-moving #custserv

karla_porter @JeffreyJKingman on the contrary, it was very well done, thank you! #custserv

Ramon_DeLeon When @needgraphics get AWESOME #custserv he Video Blogs it. I have held the camera on occassion for him. http://bit.ly/73Pini

PrixFixeOnline @JeffreyJKingman No problem, to bad I was a tad late to the party. Forgot 9 meant EST. llol #custserv

SEONOW RT@MarshaCollier RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv

JeffreyJKingman @kjonesphdNice to meet you! Here’s a transcript of last week’s #custserv : http://wp.me/pARSa-7I

awakeningaimee @JeffreyJKingman @MarshaCollier loved the tweetchat on #custserv

LaurelKaufman RT@MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv

davemammen RT @MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv

ToddDavidMehl @MarshaCollier – very simple – Treat people they way you would like to be treated…

JeffreyJKingman RT @ToddDavidMehl: @MarshaCollier – very simple – Treat people they way you would like to be treated… #custserv

Partyaficionado Gr8 #custserv @fourseasons RT @Twitter_Tips The Greatest Twitter Hotel Service Story Yet: http://j.mp/73kbhQ #eventprofs #hotel

paulbarron RT @JeffreyJKingman: RT @ToddDavidMehl: @MarshaCollier – very simple – Treat people they way you would like to be treated… #custserv

Rieva @LindaSherman yes it was. thanks for the conversation #custserv

JeffreyJKingman @Rieva I just emailed the author of http://bit.ly/5cALh3 w/partial transcript of our #custserv & asked him to forward to his SEARS contact

msgatoradr Chatting online with #custserv is so much easier than calling and waiting on hold. I can multi-task!

hackmanj @JeffreyJKingman Happy to participate in #custserv

brandondud @THE_REAL_AG best part is I was calling them back over account fraud. They took my call second time but damn. #custserv

SkagitIMS Well @NING did the right thing. The site in question is now down. Thanks @MarshaCollier & #custserv . Job well done. #eatonville

SearsHTS @Rieva Sorry re: your Xmas Sears.com Pls DM with your contact info We can help you. #custserv @JeffreyJKingman @Steveology @chalkboarder

MarshaCollier @SkagitIMS Very good to hear about @NING perhaps the #custserv chat helped a little

MarshaCollier @LEXXtech99 We could only hope. Pls join us next Tues 9pEST for #custserv – love 2 have your insights during the chat

SkagitIMS @MarshaCollier Sure did, hero . #custserv

JeffreyJKingman RT @JeffreyJKingman: @Rieva Sears just tweeted you! )) #custserv cc:@SearsHTS

Rieva @SearsHTS @JeffreyJKingman Thanks, impressive turnaround time #custserv

JeffreyJKingman Sorting out the results from last night’s #custserv: Sears replied in 10 hours to one story. That’s what I’m talking about: resolution!

Debate About Customer Contact and Feedback Systems

Debate About Customer Contact/Feedback Systems

Social Web, Email, Paper Comment Cards, Tableside and Blogs

Technology is completely changing the game for service industries. You would not be reading this post two years ago if it weren’t for the atomic explosion of the social web.

I believe paper comment cards are dead. They have zero value today. For reasons enumerated by several sources here in FohBoh and my own observations, I declare the paper comment card an archeological relic of an earlier age. If you are still using paper comment cards, you’re a dinosaur.

I also believe there is limited functionality communicating with customers via email. Do you really think a customer is going to provide their email address to you – just so you can send them advertising and marketing? My email inbox is flooded with relevant content: Clients, Peers, LinkedIn discussions, about twenty different Smart Briefs, Peter Shankman’s Help A Reporter Out (HARO) and my favorite blogs that I want to see; not to mention the tweets I want to save. I don’t have time to open your advertising and marketing junk (especially if I opened it once before and that is what it was).

Blogs that are written well, contain intriguing imagery or video with compelling content, are informative of the life of your business (meaning your people, your passions, where you source your materials, or what fun-filled special event is happening) are going to interest me. I’ll probably follow you – either by RSS feed or asking you to directly email me with it. I know it’s a blog. I know that you’ve put time into it. It’s succinct, relevant and visually compelling.

But I’m here today to argue something tried and true. Visiting tables. You know this works. Just as you know that if the POS system fails, you can always write chits.

I wonder how many operators keep old-school blank ticket pads in the office for that emergency?

There’s no more effective customer contact and customer feedback system than the owner or manager spending time on the floor visiting tables. Chatting up regulars and greeting new faces is the simplest, easiest and most direct personal contact an operator can implement to build relationships and get feedback, discover customer concerns and let the customer know how much you appreciate their business. It’s at this point that gaining effective feedback happens, whether that is verbal communication or using digitally based survey collection/reward systems.

Now Immagonna give you a twist, before I give the microphone back to ya.

The social web, with it’s different networks like Facebook, Twitter, Urbanspoon etc., is virtual tableside. Customers find it much easier to “friend you” through social networks than they do to give you their email. They find it much easier to post comments on restaurant search sites, than they do to (risk their security) provide you their email. And you get to draw them into conversations. Just as there is a virtual front door to your restaurant – there’s a virtual tableside chat waiting for you.

If you want examples of this, go follow Rick Bayless of Frontera Grill on Twitter (@Rick_Bayless) or Ron Zimmerman of the Herb Garden ($190 pp dinners) on Twitter (@Herbguy). They’ve been doing it for a year. The customer feedback they receive is astounding.

Over on Facebook, search out the Boston restaurant Myers & Chang – they do it as does Caminito Argentinean Steakhouse in NorthamptonMA (owned by a socialmedia rockstar).

These case studies prove that restaurants across the dining option spectrum use social media to engage existing and new potential customers by visiting tableside – virtually – and on the floor.

Do you disagree with any portion of this post? I’d love to hear it and debate you…

An interesting find:

A few days ago I received a tweet sharing a 20 minute video by the Executive Editor of WIRED magazine, Kevin Kelly, titled “The Next 5,000 Days On The Web”. Did you know that the web is only 5,000 days old now? That’s only thirteen years. We’ve only had email for less than fourteen years. We’ve only had Facebook since 2004. We’ve only had Twitter since 2006.

Social Media Marketing in the Restaurant Business – Guest post by Justin Levy

“I’m often asked about the story of my little steakhouse, Caminito Argentinean Steakhouse, in Northampton, MA. It’s not often that I write about our full story. Well, recently I was asked to contribute a case study to the WOMMA Metrics Guidebook. I thought it may provide for an interesting read for you and may give you some insights or be helpful to you for application into your industry. Once you’re done reading, or even before you start reading, make sure you download the WOMMA Metrics Guidebook.” Justin Levy

This is a guest post by Justin Levy. His background:

Justin Levy is General Manager of New Marketing Labs, a new media marketing agency as well home to the Inbound Marketing Summit events, Inbound Marketing Bootcamps and a host of other educational events. In this role Justin helps businesses navigate the unknown seas of new media marketing including how to use social media tools, blogs, community platforms, and listening tools to drive business value. If you’d like more information about how Justin can help your business, please contact him.

When not busy with New Marketing Labs, Justin is Partner and General Manager of Caminito Argentinean Steakhouse, located in Northampton, MA. To learn more about Caminito Argentinean Steakhouse, please visit our About section. To share his food expertise, Justin also blogs at Prime Cuts where he teaches his readers kitchen techniques, how to cook, how to grill and shares innovative recipes.

Justin regularly speaks to groups and at events about his successes in driving revenue using new media with his steakhouse. You can find Justin at many different social media, marketing and tech events, conferences and meetups. If you’re interested in having Justin speak at your next event, please check out his Speaking Page.

In general, restaurants have a few main ways that they typically market their business: You can run ads in the local grillnewspapers, buy radio spots, have television commercials produced, and grab prime billboard locations. All of these marketing tools will help gain a restaurant visibility and exposure. They’re part of most restaurants’ marketing toolboxes. But, these marketing tools don’t help when an increasing number of eyeballs are turning to Google as their primary source of information.

When my best friend and now-partner, Joseph Gionfriddo, purchased Caminito Argentinean Steakhouse, the extent of the restaurant’s web presence consisted of, essentially, just a copy of the menu. Joe was spending most of the marketing budget on local newspapers and radio spots. The restaurant was struggling to survive even though the food that Joe prepared was some of the best I, and everyone else that came through Caminito’s doors, had ever tried.

Recognizing an opportunity to lower our marketing budget and use the web as the primary tool to drive more bodies through the front door, I approached Joe with the offer of a partnership. My primary responsibility: create the strongest presence, both offline and online, for Caminito, in as short of time as possible.

We immediately sketched out a 12-month strategic marketing plan that included:

* A complete revamp of the website.
* Developing an online presence through social networks, a blog, and a video blog.
* Creating a listening station that allowed us to monitor for conversations across the web about us, our restaurant, our competition and our industry.

Since many of these tactics provide for solid SEO, as part of our goals, it helped us to gain several thousand links in Google and other major search engines. As our online presence became stronger and we developed a more engaged community, we began to rank for prime keywords that we targeted as being important for our restaurant to drive business through search results.

Our take: if prospective customers ran searches for restaurants in the area while making a decision of where to dine and our restaurant dominated the front page of Google, they would be more likely to visit Caminito. Though we had made the decision to decrease our traditional marketing spend by approximately 80% we still continued to run local newspaper and some radio spots. Since not all of our customers use the Internet to do their research, it was important to us to continue to use these avenues to reach our customers. We also contacted each of the newspapers, other print publications, radio and associations to negotiate for digital advertising options, linkbacks on their websites, logo, bio and/or menu publishing.

The first month of this strategy being in play we saw a sales increase of 20% as compared to the same month the previous year. Over the past almost two years we have maintained an increase in sales every single month as compared to the same month the previous year. Additionally, we have finished each year approximately 20-25% up in sales as compared to previous years.

As time has continued, we have tweaked our strategic marketing plan but still maintain the above tactics. This has helped to continue to create conversations, both online and offline. To measure the continued increase in online conversations we use a combination of Google Alerts and Twitter Search. While this does create some duplication, it ensures that we never miss any conversations happening around us, our brand, our competition, or our industry. We monitor offline conversations through anecdotal interactions we have with our community and inferred through the continued increase in new customers and increased sales.

To further guide decision-making we also measure everything from the number of comments we receive on a blog post, to the number of hits on a video, the total number of subscribers, where those subscribers come from, how and where our blog and video posts are shared, who shares them, the level of engagement we have, the number of conversations that are started and tons more. The challenge is keeping up with all of this data flowing in and bringing it all together to analyze our overall online impact.

As a result of the measurement systems we have in place the impact of online and offline conversations is clear to us. Online conversations help to further our online brand, increase conversations, improve search rank for evolving prime keywords, demonstrate and expertise in the food industry, create new opportunities, and increase sales. The offline conversations translate to word of mouth marketing that helps to drive increase and repeat sales.