Drew McLellan has a good post by Jason Falls today, sub blogger in Drew’s stead. The post is a step-by-baby-step how-to guide for how companies can begin listening to their customers…online, where customers are talking and sharing all kinda information about…YOU.
Most of the ideas are things you can start today–and that’s one of the things that struck me about the post. So often companies believe they have to buy some technology and have a team of gear-heads in place before they can hear what customers might be saying on blogs, in articles, etc. Really, as Jason notes, you might just start with Google alerts. Low tech, high returns,free and manageable. Give it a whirl today–it costs nothing and you just might learn something new about your customers. Remember: setting the search to “Comprehensive” means you’ll pick up blog posts, media articles and anything else that comes across Google’s vast radar.
Other ideas: search Twitter. I’ve found this to be remarkably helpful, and interesting–what a concept! Get one of the various twitter apps out there that allow you to search by topic (I LOVE Tweetdeck) and put your company or product name in there. Who knows, maybe you’ll find a whole conversation taking place out there.
For more ideas, read Jason’s post here. And start listening to your customers today!
4 responses so far ↓
1 Phil Baumann // Dec 7, 2008 at 12:42 pm
Hi Cass -
I’m here because you followed me on Twitter. Thanks.
I usually DM my new followers with a welcome message, but I liked this post and I thought I’d offer a quick bio of myself so you can decide whether or not to continue to follow me on Twitter.
I’m not a PR or marketing guru. I don’t Twitter to make money. I don’t blog to make money. My background is in accounting, nursing and pharmaceuticals. I have, however, developed an interest in the marketing profession because marketers seem to be the busiest in figuring out social media. Since I’m interested in improving healthcare, I’ve acquired the “social media marketing” bug along the way.
Twitter is a remarkable permission-based medium. I think once it goes mainstream, people will figure out how to use in their own way.
The secret to Twitters is this (it’s not really a secret): follow a diverse group of smart people, listen to them and then lead them.
I’m glad to follow you, Cass. I hope my tweets don’t disappoint. If they do, feel free to un-follow (I’ve an ego, but not when it comes to Twitter).
Tweet with you later,
Phil Baumann
2 TR @ WSB // Dec 7, 2008 at 8:54 pm
we offered a pilot version of a “get involved in the conversation about your company that’s taking place online whether you know it or not” seminar recently and Google Alerts were the #1 revelation to participants. we started by explaining how to search more efficiently, threw in Google Alerts, and that was the big “aha” to most.
3 Cass Nevada // Dec 8, 2008 at 10:48 am
Hi Phil–
Thanks for your great comment and intro on my blog the other day. I really appreciate and resonate with your perspective on connectivity, like minded people, and marketing interest–my background is not in marketing but the connection between mrktg and service/support is crucial and often undervalued. Anyway, thanks for reaching out, and I look forward to staying connected on twitter!
4 Cass Nevada // Dec 8, 2008 at 10:49 am
Thanks West Seattle Blog–my hometown favorite!! Love to hear from you!
Leave a Comment