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Browsing Tag Social Media Case Study

Sears..A Mix Of New And Old Customer Service

Sears..A Mix Of New And Old Customer Service

Shopping online, in the scheme of things, it is a pretty new experience.   Most people prefer to go to the store, walk the aisles and find what they are looking for. They want to be able to touch, feel and play with what they are about to buy. Not me, I am happy to just go to my computer and find what I am looking for using my web browser.

This week my family needed a new dishwasher and my wife and I could not find time to make it out to get one.  So, we decided to do the whole thing online with Sears. I have to say, Sears could not have made it any easier. They seem to have the perfect mix of traditional and online interactions.  Let me share with you some of the “High Points & Low Points” of dealing with Sears. I will do it in list form, as people like lists!

- When placing the order online with Sears I was able to pay a percent with Paypal, Gift Cards, a coupon and debit card. Yes I paid in one transaction with 4 different payments combined!

- I had a question, I clicked on the “Live Chat” and had someone answer a question about the item.

- There was a rebate available for the dishwasher. Their systems flagged it for me. Then after the purchase they sent me an email that had a hyperlink to it. I was able to complete the form, print and mail it all within minutes.

-I never got a confirmation call about when the dishwasher was going to be delivered. I decided to stay home to wait. Being the calm cool person I am I tweeted:

Sears quickly replied:

Then I posted:

I must say.. I was impressed. They responded to my tweet within 10 minutes and I got a calls in the same amount of time! Amazing, great save! They did great!

- The dishwasher was installed last night and it does not fit. Story of my life.  I called Sears this morning and alerted them to the issue.  An employee named Chris stayed on the phone with my wife and I for about 20 minutes and helped us find one that fit. He was great. After placing the order I got another call from Edwin. He stated his goal was to make sure everything is handled properly. He will be the single point of contact for the removal of the first dishwasher and the replacement of second dishwasher! He gave me his direct line, his hours, etc.

-Then I go a direct message via Twitter from @MySears…it said:

..hmmmm an automated DM.. not good.

As of this post, I am waiting for the second  dishwasher, Ill let you know how the rest of it goes.

Overall, I have to say my experience with Sears has been really good.  I really like the fact they have found a good mix of using tools like Paypal, Twitter, emails and  traditional live person customer service.

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May 18, 2010 By : Category : Social Media Tags:, , , ,
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An Open Letter To Sony Regarding Social Media.

An Open Letter To Sony Regarding Social Media.

webbie

Dear Sony,

First, I wanted to make sure everything is good with you. I know its been a while since we have chatted. Actually, we have really never chatted. Though you did have Technorati reach out to me  in early March 2009. It was just before SXSW 2009. You probably don’t remember, I know your a really busy company. Well with E3, your Samsung LCD venture, and of course that exciting announcement that Sade has an album coming out for the first time in like 9 years No offense but waiting 30 years for that album would of been better.(I’m just saying.)

So what I wanted to share with you is an update on the partnership you did with Technorati just before the SXSW 2009. I know with everything going on you don’t remember it. Let me try to jog your memory.

You were kind enough to send myself and 9 other bloggers these really kick ass Webbie HD video cameras. All you asked is when we use it at the conference was to tag photos and pics with the hashtag #webbiesxsw. How could any of us say no? (Look we both know Julia Roy sure wouldn’t! I think she tried to steal mine, so she could have two.) So with my trusty Webbie HD I mad amazing, educational, social media  videos like this:

Pretty great huh? Fine, I suck at video taping. I get it. Okay, so Sony you may wonder, “why is this guy writing this letter to us almost 4 months after the fact? We aren’t sending you another free camera and you cant have a free PS3 either, so move along.”  Do not worry. I do  not want any free stuff, though if I were to hit you up for something it would be the PS3 Slim.

So back to my point of this letter. It must of taking some good faith in Social Media for a big company like you to the Webbie SXSW/blogger promotion. Not being able to directly measure the ROI for this campaign. Not knowing if it helped sell these devices. No doubt you could see the chatter on Twitter, Facebook, Youtube, and the other thousands of social networking sites. Yet, it is hard to measure if that chatter turned into sales.

Well, I have some good news for you. Social Media works. What you did worked. Let me give you some examples. I will do it in list form. People like lists!

-In the past 30 days 5. Yes, 5 families have bought the Webbie because they have seen me using at my kids school. Scary part is they all got the same color as me. So, now I have to put my initials on the bottom of it.

-At least 8  people have emailed me directly in the last 90 days to ask me about what video camera I use.  Of that I know of 4 people who have bought the camera.

-Facebook..where do I start. When I upload a video it has that HD logo in the corner. The number of people who have commented on the quality of the video and sound is crazy. I can not say I know exactly how many people have bought the Webbie. I do know that there have been a lot of comments and questions about it on my profile page and fanpage.(yes, I have a facebook fanpage stop laughing at me.) Done laughing? Here is a Facebook video example that got the parents fired up about the Webbie:

So, there you go. I can confirm at least 14 sales of the webbie as well as several more potential sales coming your way!! That is not a bad ROI for sending a blogger a $200.00 video camera. We do not even know how many sales the other 9 bloggers generated.  This is what I would call a success story, as well as a great case study showing that Social Media and Word of Mouth marketing do work.

Oh in case anyone at Sony sees this or who knows, maybe even reads my blog. No, I was not paid to do this. Yes, I got a free Webbie from Sony. There is your full disclosure at work!

Sincerely,

Dave Peck

Social Media Strategist

LSF Interactive

June 2, 2009 By : Category : Blog Off Subject Open Letter Tags:, , , , , , ,
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I Was A 26 Year Old Blond Bombshell..On The Internet Part 1

I Was A 26 Year Old Blond Bombshell..On The Internet Part 1

(This is the crazy story on how I got involved in Social Media. It is too long to tell in great detail, but here are the key points to the history. If you are totally confused, check out the video below.)

It is true. Are you done laughing? Yes, I a 38 year old married father of 5, used to pretend to be a 26 year old bombshell on the ‘net. Want to  know the best part? It worked really well for networking and building my brand. Yep.  I would do my social networking under the name: Britney Mason. Here meet Britney-

Britney Mason

Britney Mason

Yep, she.. I mean I was a female avatar.

So at this point your totally confused, I know. Let me just tell you the story from the beginning, as I can best recall it.

In August 2005, I was up with my new born twins around 1:00 a.m. Doing my part so my beautiful wife could catch a few winks. I was reading TIME magazine learning about this new virtual world called, Second Life. (I’m not going to get into all the details of SL in this post, you can read more about it here.)

The first thing I was asked to do was pick a last name from a list and create my own first name.  As I looked down the list, the only semi-normal last name I could find was, Mason. As for a a first name, I had US magazine next to me with Britney Spears on the cover.  At that moment it all came together for me, Im going to pretend to be a girl in SL.

(Weird? Yep! Odd? For sure! Do you want to make all kinds of jokes at my expense right now? Yes, you do.  Done? Great)

Now I spent about 3 months in SL trying to figure out what the point was, what I needed to do to have fun, etc, etc. In the end, I got bored. I found really nothing interesting to do there.

Fast Forward to early 2006, I had been listening to Adam Curry’s Daily Source Code podcast since 2005. On one show Adam had mentioned his discovery of Second Life and how he was so excited about this new way to meet and interact with people. He went so far as to invite people to meet him in world, giving out his Avatar name of  “Adam Neumann”.

currycastle

I thought to myself, why not log in and meet Adam Curry. Well that is exactly what I did.  Adam quickly responded to me, going so far as to invite me to his home. Over the next few days I would meet Adam “In World” and help him build out his avatar, Curry Castle and share tips and tricks. Now, Adam asked me point blank if I was really a woman.  I immediately  replied “Yes, of course!”

At the time Adam’s podcast was truly daily, so everyday he would mention something about SL, what we were up doing, who else was in SL.  As, we spent more time in SL and he updated listeners on his podcast, something interesting started to happen.  A community started to form around us.  I would get Instant Messages from people looking for Adam, or just wanting to chat. It was really exciting.

Then Adam approached me about a Second Life deal. What if we partnered up for a “Virtual Business”? A 50-50 deal.  He would fund it and I would run it. SL was just starting to grow by leaps and bounds, Real Life companies were starting to come in like Home Depot, Sears, IBM, and others. I was all in!

Now, a few other things were happening at this time. All sorts of Podcasters and also joined SL. They all would hang out at Curry Castle or maybe at a piece of virtual land they purchased nearby. There was Cali Lewis, Anji Bee, The Rumor Girls,  among many, many others. They in turn would go and talk about their experiences on their  respective podcasts.  The number of people joining the community just grew and grew because of this.

Seeing that we needed something more organized, I spoke to Adam, who agreed, it was time to purchase our own virtual island, PodShow Island. Podshow was Adam’s company which would later be called Mevio.

PodShow Island, in my opinion was a success when it launched. The sim was nothing but hustle and bustle.  Eventually many of us lost interest and moved on to Twitter. The island closed in March 2008

Yes, I have missed a lot of the details. Think of this as the cliff notes version if you will. So, please do not nit pick.   I wanted to give you this history so I can refrence it in future blog posts, when I discuss communities, networking and online branding. Oh, its also fun to go reminisce of where it all started for me!

Oh, so for those of you who are totally confused and wondering what is the point, check out the video below.

I think this video I did for CNBC somes it up really well.  Questions? Feel free to ask!

February 10, 2009 By : Category : Uncategorized Tags:, , , , , , ,
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Five For Sharing: Social Media Case Studies in the Valley

Five For Sharing: Social Media Case Studies in the Valley
Tonight I will be presenting a case study at the  Social Media Club Five For Sharing. If your in the area come by and check out some great case studies with some great folks! Here is what: Chris Heuer wrote about tonight:

We have some terrific case studies that were submitted for our event in SIlicon Valley tomorrow night, Five For Sharing.  It was hard to choose, and indeed we had to pass on a couple of really great one’s just due to time constraints.  In the end, we have a great balance that will be really informative and entertaining.

In addition to Shashi Bellamkonda who will be presenting an overview of the integrated social media programs being produced at Network Solutions, we will also be joined by:

In short, we have case studies on the use of social media for: an event, a product launch, promoting content, engaging with community and as part of a broader marketing initiative at a high tech company. Wow! You just gotta love how we can all do things like this together.  Thank you all for agreeing to participate and share what you have learned.  So now that you know what we are going to be discussing, go register today so we can have an accurate head count

November 18, 2008 By : Category : Uncategorized Tags:,
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