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Susan Getgood

How to tell the difference between a company that cares about customer service and one that doesn’t

June 22, 2010 by Susan Getgood

A company that cares about customer service sends an apology when it inadvertently sends emails improperly addressed. For example, the JetBlue email I got this morning that apologized to customers for a systems SNAFU  yesterday:

A company that doesn’t care about customer service can’t fix an error in the database used by its email marketing vendor, even after multiple requests from the customer, as reported in this post about my listing in the Avis email database. I got so sick of getting emails addressed to: GETGOOD that I unsubscribed and now primarily rent from Hertz.

A company that cares about customer service looks at the lifetime value of the customer, does what it can to make the customer happy when there’s an issue and follows up afterward.  One that doesn’t won’t refund a $16.00 purchase of screen protectors that wouldn’t go on properly because you no longer have the original packaging.

In this case, it’s Verizon in both cases, but it’s the difference between Verizon customer service online (which has been GOOD whenever I call) and the local Verizon store. Customer service knows how much money we spend with Verizon for FIOS TV and Internet, a landline, a MiFi and three cell phones, two of which are smart phones with an Internet plan. The local store doesn’t give a tinker’s damn unless we are upgrading our phone.

How do you tell the difference between a company that cares about your business and one that doesn’t? And what do you do about it?

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Filed Under: Blogging, Customer Satisfaction, Customer Service Tagged With: Avis, Customer service, Hertz, JetBlue, Verizon Communications

Blogging elsewhere…

June 20, 2010 by Susan Getgood

I’ll try to have a post up here sometime later this week. In the meantime, here’s where I was writing this past week.

Snapshot Chronicles: It’s all in how you ask – about a recent request to use one of my Flickr photos in a print magazine. For free. You can guess how well that went over.

Snapshot Chronicles Roadtrip: Paris with Kids: Tour Montparnasse, le Jardin du Luxembourg and Montmartre

BlogHer: Is Mainstream Media Scared of Social Media and information about the upcoming Boston Area Pre-Blogher BBQ on July 17th

Filed Under: Blogging, BlogHer

The importance of sentiment

June 15, 2010 by Susan Getgood

Recently I’ve noticed an increase in the number of articles/posts predicting that 2010 will be the year of measurement. When marketers using social media finally cross the Rubicon of Results.

While I am hopeful that this is true – that we’ll start measuring what matters, instead of simply counting things – I’m not sure we’re really there yet.

Social media measurement should be about actions, not simply awareness, and to matter, it needs to be tied to the measurements that matter in the business: sales and net revenue. Monitoring sentiment and counting friends, fans and followers is a step along the way to true results measurement. But it’s not the end game.

That said, understanding sentiment is a good first step, and useful for analyzing the impact of social media engagement on revenue. A sentiment score accounts for volume, so you can compare it week to week, regardless of changes in volume. You can then see if there are any trends in lead volume or sales that track consistently over time with shifts in sentiment. If you have an initiative to increase positive sentiment, you can track your results. And so on.

To calculate a simple sentiment score for a given time period, usually week or month:

(Number of positive comments – number of negative comments)/total number of comments, including neutral and mixed) * 100

Net positive mentions divided by total number of comments, which accounts for volume differences week to week. Times 100 to put the answer on a 100-point scale.

The scale runs 100 to -100, with zero the neutral point. The closer to 100 on the positive side, the more positive the sentiment. On the negative side, the more negative.

You don’t need any fancy tools. A spreadsheet will do. All you need is a method for capturing social media mentions across the channels you wish to measure (blogs, Facebook, Twitter etc.), a standard way to assign sentiment to each message and the counts for each sentiment.

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Filed Under: Measurement & Metrics Tagged With: Measurement, Social media

The scoop on Facebook contests

June 9, 2010 by Susan Getgood

Image representing Facebook as depicted in Cru...
Image via CrunchBase

This morning, Mom 101 tweeted that a contest that requires “liking” a  Facebook page for entry violates the Facebook Terms of Service, and linked to my post from last January about the new Facebook (FB) contest rules. Her tweet spawned an interesting Twitter stream that made it clear that both companies and bloggers are still unclear about the Facebook contest rules.

Walk this way for some clarity. Keep in mind, I am not a lawyer and do not play one on the interwebs. However, I’m good at parsing legalese, and pretty sure I’ve got the right end of the stick here.

Mom 101 is right and here’s why.

Bottom line, Facebook doesn’t want any explicit involvement in ANY of your contests. It’s all about liability, and the Facebook promo guidelines are designed to distance the social network from whatever companies and bloggers do with their contests.

Facebook’s promo guidelines apply to contests run on the Facebook platform. You are expressly prohibited from using Facebook functionality, including LIKE (formerly becoming a fan), as the mechanism for entering a contest or sweepstakes. Contests run on FB must follow Facebook’s promo guidelines, be approved by FB and use a third party application for the entry mechanism.

You MAY restrict access to the tab where the contest resides on FB to “Likers” (formerly fans) which means someone does have to be a fan to enter on Facebook. HOWEVER, that is different than requiring someone become a fan. Semantics maybe, but it is a distinction that has meaning in law. It’s like the difference between holding a contest for your loyal fans/customers and requiring a “purchase.”  Typically, contests run by big brands also will meet the *legal* requirements for contests and sweepstakes which require an offline/non-purchase mechanism for entry that is publicized as part of the rules.

Further, the promo guidelines say you cannot use language in your contest that requires someone to sign up for Facebook to participate in a promotion. You CAN direct them to a third party application on Facebook, but your promo language cannot stipulate membership. Semantics? Sure. Legally important. You betcha! “No purchase required.”

This example tells us how to interpret use of Fan/Like language in a promo. You cannot use language in a promotion on your blog, site or Facebook page, that asks a person to “like” a page to enter. To Like requires Membership, and use of that language is prohibited under the Terms Of Service (TOS). Facebook does not want its service involved in the administration of your contests. At all.

That the Facebook Like is an extra, optional entry for a contest and the entrant has to submit some other initial entry to qualify? Doesn’t matter. That the entry is actually done by leaving a comment on your blog? Nope, doesn’t matter. The language itself is in violation of the TOS. You are using Facebook functionality as part of your contest and Facebook does NOT want that. I know many bloggers have been relying on this perceived loophole in their blog contests and sweepstakes, but it isn’t a loophole. Don’t kid yourselves.

You can still promote a contest being run OFF Facebook on your Facebook page. That’s promotion, and doesn’t imply Facebook involvement in the running of a contest. Using Facebook’s functionality, however, implies involvement,  and that’s why the network expressly prohibits it.

Advice for Bloggers

If you MUST run contests that involve Facebook, I think you can say something like this:  “If you are a fan of my page on Facebook, let me know in the comments on my blog for an (extra) entry in my contest.” Better though is to leave Facebook activity out of it and just announce your promo. Unless you have the budget to hire a specialist to help you with your contest.

Advice for Companies

Use third party services like Wildfire or Votigo to implement your contest on Facebook and be sure to position it properly:  “We are thrilled to announce this contest for our loyal Facebook fans.”  And feel free to call me. I figure this stuff out for a living, and am sure I am a lot less expensive than a lawsuit.

Disclaimer: I am *not* a lawyer. But I *am* right about this.

UPDATED: Be sure to read the comments. Some folks disagree with my interpretation, and I wrote a pretty long response comment on June 17th. This post was also syndicated on BlogHer and there are a few comments there as well.

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Filed Under: Blogging, Facebook Tagged With: Facebook

Professional Blogging For Dummies

June 1, 2010 by Susan Getgood

As you know, for the past six months, I’ve been writing Professional Blogging For Dummies (affiliate link). Due out at the end of July, the book has been a big part of my life for the last year. Over the weekend, I noticed that Amazon had added the cover art to the pre-order listing, so I created an affiliate badge. It’s  over there –>  in the far right sidebar 🙂

Throughout the book, I use real examples to illustrate the points. Some interviews became case studies, other information was used as background, but everyone’s contribution was important. Even though I recognize everyone in the acknowledgements, I wanted to do it here as well.

Thank you,

Rita Arens, Surrender Dorothy, surrenderdorothy.typepad.com

Joanne Bamberger, Pundit Mom, punditmom.com

Carla Birnberg, MizFitOnline, mizfitonline.com

Janice Bissex and Liz Weiss, Meal Makeover Moms, mealmakeovermoms.com

Beth Blecherman, Tech Mamas, techmamas.com

Ciaran Blumenfeld, Momfluential, momfluential.net

Kristin Brandt, Manic Mommies, manicmommies.com

Stefania Pomponi Butler, CityMama, citymama.typepad.com

Megan Capone, A Girl Must Shop, agirlmustshop.com

Sarah Caron, Sarah’s Cucina Bella, sarahscucinabella.com/

Kristen Chase, Motherhood Uncensored, motherhooduncensored.net

Marie Cloutier, Boston Bibliophile, bostonbibliophile.com

Kimberly Coleman, Mom in the City, mominthecity.com

Allison Czarnecki, Petit Elefant, petitelefant.com

Kevin Dugan, Bad Pitch Blog, badpitch.blogspot.com

Danielle Friedland, daniellefriedland.com

Tracey Gaughran-Perez, MamaPop, mamapop.com

Jodi Grundig, Mom’s Favorite Stuff, momsfavoritestuff.com

Jaden Hair, Steamy Kitchen, steamykitchen.com

Edward Hasbrouck, The Practical Nomad, www.hasbrouck.org/blog/

Chris Hogan, Off the Cuff, offthecuffdc.com

Megan Jordan, Velveteen Mind, velveteenmind.com

Mir Kamin, Want Not, wantnot.net

Matt Kepnes, Nomadic Matt’s Travel Site, nomadicmatt.com

Christine Koh, Boston Mamas, bostonmamas.com

Preston Koerner, Jetson Green, jetsongreen.com

Debbie Lawrence, Lagniappe Marketing, lagniappemarketing.net

Jeff McIntire-Strasburg, Sustainablog, sustainablog.org

Jill Notkin, The Daily Grind of the Work at Home Mom, workathomemom.typepad.com/the_daily_grind_of_a_work/

Sherry & John Petersik, Young House Love, younghouselove.com

Florinda Pendley Vasquez, The 3 R’s Blog, 3rsblog.com

Kyran Pitman, Notes To Self, notestoself.us

Devra Renner, Parentopia, parentopia.net/blog

Deb Roby, A Stitch In Time, astitchintime.blogspot.com

In addition, a  number of professional colleagues  were gracious enough to share their expertise on specific topics.

Thank you,

Liza Barry-Kessler, Privacy Counsel LLC, privacycounsel.net and Liza Was Here, lizawashere.com (Chapter 3)

Chris Baskind, chrisbaskind.com (Chapter 9)

Toby Bloomberg, Diva Marketing, divamarketingblog.com (Chapter 12)

Todd Defren, SHIFT Public Relations and blog PR Squared, pr-squared.com (Chapter 12)

Yvonne DiVita, Windsor Media Books, wmebooks.com and Lip-sticking, lipsticking.com (Chapters 5 & 7)

Liz Gumbinner, Cool Mom Picks, coolmompicks.com and Mom-101, mom101.com (Chapter 6)

David Herrington, Active Oak LLC, activeoak.com (Chapters 4 , 5 & 8 )

Kami Watson Huyse, Communication Overtones, overtonecomm.blogspot.com and Zoetica, zoeticamedia.com (Chapter 12)

Jaelithe Judy, jaejudy.com (Chapter 11)

Kim Kramer, Berluti & McLaughlin, bermac-law.com (Chapter 3)

Julie Marsh, Cool Mom Picks, coolmompicks.com (Chapter 6)

Elisa Camahort Page, BlogHer, blogher.com (Chapter 6)

Ike Pigott, Occam’s Razr, occamsrazr.com (Chapter 12)

Jim Prather, YouData, youdata.com (Chapter 6)

Laura Tomasetti, 360 Public Relations, 360prblog.com (Chapter 12)

David Wescott, APCO Worldwide and blog It’s Not a Lecture, itsnotalecture.blogspot.com (Chapter 12)

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Filed Under: Blogging, Professional Blogging For Dummies Tagged With: Blogging For Dummies)

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