I was digging through the vault yesterday, when I stumbled upon this fantastic post from Chris Brogan I had bookmarked almost a year ago:
I believe we’re going to shift back to thinking customer service and community management are the core and not the fringe. I believe we’re going to move our communications practices back in-house for lots of what is currently pushed out to agencies and organizations. I believe that integrity, reputation, skills, and personality are going to trump some of our previous measures of professional ability. I believe the web and our devices will continue to move into tighter friendships, and that we will continue to train our devices to interpret more of the world around us on our behalf.
Yes, yes, yes, and yes. In his post, Chris also talks about bringing value-add and core competencies together – which is a drum I have been beating for years.
This is by far the best piece of advice I’ve heard this decade, also from Chris:
Here’s a quick way to really turn around your clients: be helpful.
I know what you’re thinking: “Duh!” Right? But when was the last time you actually said those two words outloud during a strategy meeting or quarterly business review? When was the last time someone actually suggested this as a course of action? As a core competency? As a business objective? As a mantra?
And more importantly, with all the commotion around Social Media tools, platforms, channels, measurement, content and tactics, when was the last time you looked at Twitter, Facebook, LinkedIn, FriendFeed, etc. from the perspective of being helpful? Of providing assistance and value to customers – instead of merely promoting your wares? Best Buy has. So have Starbucks, The Home Depot, Virgin America, Comcast, UPS,and scores of companies gaining traction in the space AND converting these net new positive interactions into new business and increased loyalty. So my question to you is this: As a company, what are you doing to be helpful TODAY? How are you using communications platforms to be helpful? Phones, email, mobile, web, Social, print, radio, etc.? Where are you scoring high marks? Where could you do better?
Is the “just be helpful” mantra so simple, so obvious that we might have forgotten to make it a cornerstone of every interaction we have with the public? I hope not, but I’m thinking yeah, probably.
I think I just gave you your assignment for this week.
Note: Chris and I will be speaking, listening and being as helpful as we can at the Like Minds conference and summit in Exeter, UK on February 26 and 27. Look for #LikeMinds on Twitter if you want to follow the fun.
Then on March 4-5, I will be answering questions in Chicago in an “open mic” style event at a #SohoSeminar. This will be kind of cool: Usually, I spend more time presenting than answering questions in a live forum, so being able to devote ALL of my time to answering questions is something I look forward to. Click here to register for the event now. It should be well worth it.