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- A bit of a counter-point, Jacob (though I agree with much of the argument): Some of the most successful companies in customer service got on social media BEFORE they had a customer melt-down in the...
- I don't think it's limited to social media, Jacob. Yep, we definitely have a more vocal method of airing grievances (and, I would hope, positive experiences too). Yet business practice was...
- Well put. The next step in the evolution of customer service and commerce is Social Media. Consumerism has changed. Buyers are looking for transparency from companies they purchase from. It takes...
- Bang on Jacob. Why can't companies be proactive rather than reactive and head off any negative experiences before the customer takes them online? I was following your tweets about your Dell...
- Hi, I am the Marketing Director at HeySpread. That is true, Tubemogul is a great service. But you should also have a look at HeySpread – http://heyspread.com. Far cheaper, with exclusive features...
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Nowadays if you ask people why they are using social media (or want to) you are more than likely to get a response that sounds like one of the following:
“I want to use social media to interact with my community”
“I want to build a community ... Continue reading »
“I want to use social media to interact with my community”
“I want to build a community ... Continue reading »
10 months ago
I've left comments in your blog and you always acknowledge one way or the other. I've done the same on other 'larger' blogs and got nothing. Thus if we look at the 'relationship' equation, I feel like sort of I know you/you know me but that's not the case for the larger blogs who look to me more like mainstream media. And yes i'm more likely to tell about your blog to a friend.
10 months ago
i definitely try to acknowledge and respond to every comment i get. that's where the meaning of this blog comes into play for me. if i just write a blog without knowing, understanding, or engaging with my readers are then why bother? im trying to build relationships with my readers.
you are correct, the more we comment and share information the better we get to know each other, and that is what it's all about.
thanks again for commenting laurent and I hope you do tell a friend :)
10 months ago
Charles Heflin
Twitter @CharlesHeflin
10 months ago
thanks for the comment, i'm glad you agree. i wish more people would understand that a community starts with "one."
10 months ago
My only caveat here is that the community is not just between you and your readers, but between your readers as well. Sometimes that community building takes place on your blog, as people weigh on (like I am) on a given post. Other times that conversation between community members will take place on Twitter, Friendfeed or someone else's blog.
When I think of my community, it's much greater than just the people who read and comment on my blog. It's the people I interact with on Twitter, people I follow on FriendFeed and people who share my passion about social media, whether they read my blog or not.
So perhaps you're using the word community when you really mean audience in this case. Or perhaps community is a much more loaded term than either of us recognize.
Anyway, great post. It's definitely something to keep thinking about.
10 months ago
that is an excellent point that i should have addressed, thank you for bringing that up. communities can definitely exist amongst the readers themselves and oftentimes these are the most powerful types of communities.
thanks for reading and for commenting!
10 months ago
I'm replying to you, not to Jacob. What does that say?
I'll add one other item. Jacob wrote, "Word of mouth is one of the most effective ways to really build and grow your community." I'll argue that word of mouth marketing is THE ONLY WAY to build and grow.
You can have the fanciest site out there, be a best-selling author, yada yada, but if people don't visit the site or read the book, and tell other people, or the press catch on and write a review, nobody will be interacting with you.
10 months ago
was that comment for me? :)
great point about having a facny site without the interaction, it's meaningless!
6 months ago
What is a community and a community is friends family and others