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Browsing Tag Word Of Mouth Marketing

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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Viral Marketing vs Social Media Marketing.. Are They The Same Thing?

Viral Marketing vs Social Media Marketing.. Are They The Same Thing?

…”In this corner we  have the defending self replicating champ Viral Marketing. In the other corner we have the word of mouth up and coming challenger Social Media Marketing”….

Viral Marketing vs. Social Media Marketing, whats there to fight about? They are the same thing right?

Wrong! (ding ding ding)

Well, to be fair they seem like the same thing and find themselves in that  “grey area” of marketing. I am just saying it really easy to get the two of them confused, I can easily see how it can happen. So what is the difference between the two? Lets break it down in list form, people like lists.

Viral Marketing

-Simply relies on the audience to distribute the objective

-Uses social networks like Facebook, MySpace,  Linkedin, Twitter to help achieve an objective…i.e sales, brand awareness, etc

- This objective is obtained by a “Viral Action”. This action is people passing  on the content such as video, picture, an application, banner, heck even just word of mouth.

-Sometimes people don’t even realize they are passing on a viral marketing message. I did it earlier this year with this video, I did not know it was from Gatorade. I totally fell for it did you?   Here lies the big difference between Viral and Social Media Marketing,  Viral is sneaky and sometimes you don’t even know your passing on a marketing message.

Bottom Line:Viral relies on the audience to spread the message with little or no interaction. Its a one time interaction.

Social Media Marketing

- SM Marketing relies on the audience to distribute and engage in the dialogue and sometimes the creation of additional content.

-Its about engaging,communicating via a dialogue and interacting with people. More so customers.

-Increasing traffic to a site by links, brand awareness and well attention.

-You pay attention to what your customer/user wants and needs! You do this by listening, interacting, chatting.

- One does this by having a presence on social networking sites and channels. We are talking about Facebook, MySpace, Twitter, Blogs, Podcasts, Digg and others.  The brand interacts and engages with the community, customer or even potential customer.

Bottom Line: SM Marketing uses good content to start a conversation with the goal of the relationship to grow, get deeper and keep it going

Both Viral Marketing and Social Media Marketing have the same goal, getting the word out about a brand. Yes, we are talking Word Of Mouth Marketing, which is passing information on.

Thanks to John Avilla for letting me bounce ideas of him for this post and helping me break it down.

October 22, 2008 By : Category : Blog Tags:, , , ,
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