@josehuitron
Thoughts on design, marketing, pr, and new media.
11 Aug
2010
An Emotional Trap
Our environment is ripe with information, updates, entertainment, and a variety of media. Emotions lead to a strong desire to express ourselves. Oftentimes, we run to the internet to stake our claim, make our case, or just plain vent without considering the potential outcome of our digital rants.
We tend to forget that the internet is a massive vault in which our ideas, expressions, thoughts, and opinions are easily stored but not easily removed. The tasks involved with erasing a tweet, removing a blog post, or shutting down a website can be numerous and challenging making it important for us as content producers and social media participants to remember what we publish will make its way to the visual aperture of today's audiences. It is almost impossible to avoid the trap of disregard in the online arena.
Before you tweet...blog...or comment...think twice.
Kind of like measuring twice before you cut that last piece of lavish mahogany.
29 Jun
2010
Wallflower Paradox and True Engagement
What is a wallflower?
wall-flow-er [wawl-flou-er]:
1. a person who, because of shyness, unpopularity, or lack of a partner, remains at the side at a party or dance.
2. any person, organization, etc., that remains on or has been forced to the sidelines of any activity
Let's add a third definition blending in the unique arena of social media.
3. a person or brand reluctant to engage in meaningful conversations online.
Individuals and brands seeking to make an online impact need to consider the unique dynamics of what it means to be a wallflower and identify areas to extend beyond this stage of engagement.
Here are a few rules or tips for growing past the wallflower stage:
1. Recognize the value of DMs, Re-tweets, and messages and respond accordingly.
2. Be responsive yet authentic.
3. Add value to the conversations taking place.
The reason social media is so successful is in large part due to the fact that we can actually communicate with another party leading to productive and rewarding connections.
Brands and individuals who fail to respond and participate are not very social at all.
22 Jun
2010
The V.I.P. Treatment
A customer walks into your establishment interested in making a purchasing decision. How do you respond? Do you evaluate this person's attire? Do you take a peak outside to see if they're driving a Mercedes? Is an attempt made to measure this new visitor against the scales of an A and B customer?
The essence of customer service and the arena of social media place an enormous responsibility on today's brands to rethink their strategy. Gone are the days where one could simply ignore or look past a potential buyer. The social media and customer relationship landscape places a significant importance on recognizing the value of each and every customer that visits your website or walks through the door.
The potential for a public relations crisis and customer service dilemma is magnified because of the massive audience and armies of influence made possible through word of mouth and social media.
How you treat your customers has always been important but today's environment is a whole new playing field making it vital that marketers appreciate the value and potential of their customer base. Each transaction is an opportunity to perform and over deliver.
Why not give that new customer the V.I.P. treatment and turn them into another raving fan, brand advocate, and satisfied customer?
José Huitron's Posterous
Owner at HUB 81 and author of Vista Hispano, a blog providing insights into the trends and changing dynamics of the U.S. Hispanic market.
