Building Communities

Helping others grow their social media communities has been something I've enjoyed doing. Helping people connect with others of similar interests is a good thing. It's almost daily that I see someone new join one of the social media communities I participate in. Do you see this happening too?

If you follow social media like I do, there are so many conversations going on about what social media is and why you should be involved.

Whether it's someone like Seth Godin in a video talking about what you should be doing within your social media communities, Chris Brogan wondering if you need to touch every conversation, maybe a company trying to teach you how to include it in your business, or one of your friends/colleagues passionately telling you how many new "friends" they have on their Facebook or Twitter account; isn't your social media community your community?

If social media is simply conversations, just like you'd have with someone face-to-face, then why can't you post what you want to say?

In my last blog, "Am I Yelling", I pondered on that very thought and also about what I shared in my social media communities, and whether I was yelling my messages through these "social media megaphones".

But something that seems rarely mentioned, but seems to be highly important to many, is the number of connections we have within our communities. I recently read a blog (can't remember which one now from all the ones I read) about how important your connections (network) was and how it may be turned in to 'higher hire-ability factor' going forward. Interesting thought.

But what do we do that helps others gain & grow their networks?

When you connect with someone new on your Facebook account, do you "suggest friends" for this person to the appropriate connections you have? (Remember, just because you're limited to doing 20 at a time, doesn't mean you can't do it multiple times!) This is a great way to help someone build their initial community!! Do you retweet someone elses tweet post to your community? Do you actively seek out and recommend those connected to you on LinkedIn? Do you share blogs you like with all your community(s) connections?

When you help others build their communities, you'll soon see the same happen to your own community as well. What a great deal for everyone!!

I'd be interested in hearing your experiences in how you build your communities and how you help others do so as well. It would be great information to share with everyone. (Click "comment" below to do so.)

THANKS! Until next time, remember “Your Success Is My Business.” ™

[Note: photos from http://ilearn.amorphous.net/ & http://www.archives.gov.on.ca/]

Like this post? Pass it on! (See "Share it" link below)

Loyalty

More specifically, customer loyalty. Another one of the recurring topics that we will touch on in these messages is about the world-class service we should all be providing our customers. And as we’ve discussed, it’s not about a satisfied customer…but a loyal customer.

One of my favorite motivational speakers and authors, Jeffrey Gitomer, wrote a great book with a great title called, “Customer Satisfaction is Worthless, Customer Loyalty is Priceless”. You need this on your “to read” list if you don’t already own it (available here).

How does a company or a salesperson know when they’ve created customer loyalty? One way is when a person elects to tattoo your logo on their body, I would say that’s the ultimate customer loyalty statement.

“But Joey, I can’t get the billing department to get the customer’s billing right.” “But Joey, the service techs didn’t install the system like the customer asked them too.” STOP POINTING FINGERS about why you can’t provide world-class service! You do everything you can and provide world-class service to the customer. How?

q Treat every customer like a celebrity.

If George Clooney called and needed service you’d go crazy in serving him and falling all over him to make sure he was happy. Act like every person you talk to is George Clooney.

q Give your customers face and serve them to death.

When was the last time your Top 100 customers saw you? How about your Top 10? Is every visit an attempt to sell them something and they only perceive you as a salesman? Do you provide them marketing ideas, growth suggestions that you’ve seen in other companies or provide them other business partners who can mutually benefit from doing business together in order for everyone to succeed?

q Professionally oversee all projects.

Have all necessary pre-call calls; clearly deliver all –detailed– documents concerning your project to all necessary parties; confirm all deadlines to all parties in writing; follow-up, follow-up, follow-up!

q “Call out the Cavalry!”

I can assure you that when your customer has problems, the last thing they want is excuses, technical mumbo-jumbo or anything else that doesn’t resolve their problem. The only words they want to hear from you are:

àEmpathy (“Oh, that’s horrible!”)
àTell them “That’s my favorite problem!” You’ll amaze them when you say this.
àTell them the cavalry is in route to resolve their problem, and then make it happen.

Once the problem is corrected: follow-up with the customer, resell them on your company, and then resell them on YOU.

q Send business to your customers.
Become a professional netweaver. Help your client’s grow their business by partnering them with mutually supporting businesses so that everyone grows! When you start helping your customer’s grow, they’ll happily return the favor.

Be 100% focused on creating customer loyalty (Raving Fans!) in everything you do when interacting with your customers.

“Your company's most valuable asset is how it is known to its customers.”
~Brian Tracy

Have a great week and until next time, remember:

“Your Success Is My Business."™