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Comments by Maria Ogneva Subscribe

On Customer Service In A Hyper-Social World

Hi Daniel, thanks for your comment! Your experience sounds painful, and unfortunately there are far too many experiences like these daily. I find that service in the social channels tends to be better, and one of the reasons is that it's out in the public, so it becomes a PR issue, and the company becomes nervous. What companies don't realize is that the bad experience they just provided via email and phone can be talked about in social channels just as well. There's no way around putting more resources into support.

November 14, 2010    View Comment    

On Violent Agreement- Blogging is Customer Relations! SOCAP 2010 Insights

Thanks, Daniel, for the shoutout of my article! I agree that blogging is a forum to reach anyone else in the company. However, it's much more than that. Each blog (err... well some blogs at least) is a living, breathing community, where there's just as much "action" in the comments as is in the comments. It's also a tremendous way for companies to HELP their customers, prospects & other community members. Not just help with existing questions, but rather present them with some information that can make their life easier. But herein lies the subtlety: even if you are an "expert" on the subject, and people will probably come to you for advice, you need to open up your blog to feedback, alternative viewpoints and possible discourse (which is actually a good thing) -- don't act like a know-it-all, but rather a conversation-enabler. This is where most companies/bloggers go wrong :)

October 21, 2010    View Comment    

On Building Customer Loyalty

Thanks, Paul!

Thank you so much for stopping by and contributing! Thanks for adding the capabilities section -- didn't even think of that, but that's a huge area that leads to a good / bad customer experience. It's astounding how many companies go into something without a plan. I see that all the time with social media execution. Don't execute without a plan, or you will look like an amateur who doesn't know what he is doing.

Thanks again!

 

- Maria

October 18, 2010    View Comment    

On Social Media: In-House or Outsourced

Hi Joo,

 

Thanks for your comment! I agree, for larger and more conservative companies, it can be a bigger challenge. But that's where a good social media person comes in and kicks things off!

 

- Maria

 

September 29, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Hi Bilal!

Definitely never hire the "social media guru". This is why I said that it's critical for this person to understand business fundamentals. Social media doesn't just exist in a vacuum. 

Re: trackability... There are certain ways that ROI can be measured, and should be measured. We are actually doing a webinar on this shortly. However, you also need to invest in the "unglamorous", day-to-day social media stuff, like answering customers' questions on Twitter, etc. In this use case, I liken it to email, phone, instant chat, or however else you serve your customers and constituents. They don't necessarily have an ROI, just a communication method. But you can and should track improvements in speed of response, % of queries answered, customer satisfaction, etc. I think smart companies area already tracking their social media, or at least investing time to learn; I work in social media monitoring and measurement, so I can definitely attest to that.

Cheers!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Thanks, Ed! Best of luck to you in your social media future!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Hi Liz!

Thanks for sharing your experiences. In-house vs. outsourced -- wow, that's a great area that still remains misunderstood. I have many thoughts on this; I can hear a blogpost popcorning up. Kudos to you for building from the ground up. That's what I'm doing as well (not agency side, though).

Cheers, and keep on keeping on!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

David - 

Absolutely! What you just said! Social media is not a silo and definitely needs to work with everyone inside the organization. Social media can only be successful when it's driven by people from all over the organization, but the social media director will always be the hub of all this.

cheers!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Keep on building! Thanks for stopping by!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Thanks, Jerry! Absolutely, it's worth doing right! The problem with social media is that because it's free to use, people think that it's free. But it's not. It costs the time of the people who are driving it. And time is money. So unless you can invest in someone's salary, better to not even do it half-way.

When you print it, just don't spend too much paper :) Emailing blog URL's is great for saving trees :)

Cheers!

- Maria

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Thanks, Laura!

September 12, 2010    View Comment    

On 12 Steps To Hiring A Social Media Manager

Thanks, Julia!

September 12, 2010    View Comment    
 
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