Archive for customer relations

Survey responses from one-question survey

Can You Get Valid Results With a One-Question Survey?

It isn’t nice, but I rarely stay on the line to answer the “brief” surveys that companies ask you to take after speaking to a customer service representative. Usually, the survey isn’t so brief and it’s tedious to respond to ranking questions.

But, on a recent call to Delta Airlines, I was asked to answer one question. I was intrigued — what was the question? — so I stayed on the line and it was this: “Would you hire the last person you spoke to at Delta Airlines?” Read More→

Know your customer, customer relations, customer engagement

Does Your Customer Want a Bagel With a “Schmeer?”

If you’ve read my blog for any length of time, you’ll know that until last year I was a dyed-in-the-wool New Yorker. There are things that make New York unique, such as the Statue of Liberty, the New York Yankees — and Jewish delis: Katz’s, the Carnegie, and the 2nd Avenue Deli, to name just a few.

The are renowned for the lines of customers waiting to order pastrami on rye, please, or a bagel with a schmeer (cream cheese). But what distinguishes these delis is an intimate knowledge of their customers. They know who their customers are and what they want. Read More→

Delta Needs a New Brand Name for “Economy Comfort” Class

Imagine my surprise as I was about to take my seat on a Delta flight yesterday and walked by “Economy Comfort” seats in the first couple of rows in the economy section. The words were spelled out in large letters on the front of each seat back.

My first thought was, is my seat in the “Economy Uncomfortable” section of the plane?

Delta Has a Branding Problem

Delta Economy Comfort

What about my comfort?!

Who on earth thought up this name for seats that give you 4 inches more leg room and 50 percent more recline? Over the years airlines have developed various seat configurations and classes of travel — first class, business and economy — to satisfy customers and rake in more money.

But it sends the wrong signal to the passengers in regular economy that they are headed to a seat for a cramped and uncomfortable ride.

Reader reviews are generally positive about these seats (on Delta and partner KLM), but passengers have an expectation of comfort, without having to pay extra for it.

Read More→

Profile of a Social Media Director

[tweetmeme]The role of social media in promoting a company’s brand and services is so important that I thought it was time to examine the profile of the Social Media Director. I started by pulling up job postings to sift through the specific skills and experience that companies expect of candidates for this relatively new position in organizations.

My first stop was The Ladders, which only posts jobs of $100k or more, and they had no jobs listed anywhere in the country even when I searched variations on the title.  This was disappointing, because this position calls for a six-figure salary.

I then went to job board aggregator Simply Hired and was delighted to find multiple listings for Social Media Director and variations like Director, Social Media and Communications; Director, Public Relations and Social Media, SEO and Social Media Director, etc.  I was disappointed, though, that the first company listing that I found was, indeed, from The Ladders (so job searchers beware if you’re not successful searching this site).

Qualifications Required

Of the job postings I reviewed, the Social Media Director is at the middle manager level, usually reporting into the top PR or marketing executive. The job requirements I read are so broad and encompassing they would be impossible for one person to accomplish.  But not every job description included managing a team.  Good luck solo directors!

I was gratified to read in Motorola’s qualifications for a Senior Director, Social Media, “This is a new role requiring an individual who can harness marketing, brand building, corporate communications, stakeholder engagement and issues management expertise.”  These are big time responsibilities.

I believe that in the not-too-distant future the Social Media Director will be elevated to the executive suite and report directly to the CEO or COO.

7 Basic Duties

Based on my research, here is the profile of a Social Media Director:

  • Direct social media programs. Well, this is the obvious one.  Manage the company’s participation on Twitter, Facebook, etc.
  • Develop communications strategies across product and service lines.  This is encouraging, because companies now understand that social media permeates every part of the organization.  Companies like Coca-Cola, Intel, Procter & Gamble and many others are launching product/service and educational campaigns on Facebook, Twitter and You Tube and they need skilled communicators to execute them.
  • Identify revenue opportunities.  Wow, this is exciting because the director is usually in a staff position (read: below the line on the balance sheet).  Finally, staff employees are being recognized for their ability to contribute to ROI.  Hurray!
  • Customer relations.  This is a big one.  Customers are gathering in online communities where they have a forum to vent their feelings about their experiences – both good and bad.  Companies like Comcast pioneered the concept of an instant response team to respond to customer concerns.  Go to @comcastcares on Twitter and follow the conversations between “Comcast Will” and customers regarding service issues, such as outages and email failures.  Or visit Motorola’s @MotoMobile for their interactions with customers.  Fascinating reading.
  • Enlist employees as brand advocates. This one is close to my heart because employees can be the best advocates for their company.  Frontier Communications’ requirements include identifying “brand evangelists and celebrity bloggers to virally spread Frontier’s value through relevant online communities.”  I’m not a celebrity – but I’m available, Frontier.
  • Reputation Management. In other words, ensure that the company’s brand and reputation are enhanced by social media activities.
  • Investor Relations. I only saw this listed in one job description, but it certainly seems like a good use of social media.  Many highly regulated organizations, like financial services companies, have put a lid on social media, but I think it’s often just an excuse.  They would have to draw up strict protocols, but it can be done.  Just see Wells Fargo and their Bon Jovi promotion.

Of course, I couldn’t read every job description, so I’m sure I’ve missed essential skills that some companies require.  All I know is that the Social Media Director is becoming a major force in the success of his or her company in influencing all its targets: customers, employees, government, investors, and the media.

Please leave me a comment if you think there are other job requirements that I’ve left out and we’ll build out the profile.  Thanks.