CATEGORY: Social Media

A Social Media Makeover Coming To Your Colorado Business

My name is Jared and I work here. I handle social media, blogging, video and anything outreach. I’ll also be speaking next Thursday morning (9/20, 8AM) at the Denver SMB Makeover. I’ll co-host an open Q+A session with Erik Wolf from Zero-G Creative, which promises to be informative and maybe even entertaining. This forum also has speakers lined up from Chipotle, the Denver Broncos, ReMax, and more — it’s a seriously impressive list and we’d love to see you all there.

Register now and get discounted tickets with promo code NAMEMAKEOVER.

 

One Morning to Change Your Life: Business Owners Get a Social Media Makeover

Denver and Colorado Businesses!

Learn how to revamp your social media strategy, generate leads, improve content, measure performance and demonstrate ROI.

All you need to do is kick back, eat breakfast and learn, as top social media experts from the Denver Broncos, Comcast, Chipotle, RE/MAX, Frontier Airlines, Zero-g and Name.com (among others) give you social media advice for your small and mid-sized companies.

When: Thursday, September 20 from 8:00 AM to 12:30 PM

Where: Daniels College of Business,
University of Denver, 
2044 E. Evans Avenue, 
Denver, CO 80208

What? Get Your Social Media Questions Answered from Denver’s Leading Brands

How: Register here: http://www.listeninteractive.com/registration-denver. (Breakfast included!!)

Why: Sweet poppa, this is a quick, easy and fun way to:

1. Expand your business and make more profits with simple tricks to better engagement.

2. Enhance your customer service with the free tools you already have.

3. Get the feedback you need to improve and increase your business.

4. Increase morale and get your employees involved in promoting what you’re doing.

5. Make your kids think you are cool.

And right now get a SPECIAL OFFER:  Receive a Name.com 10 percent discount off the $75 regular price by using promo code “NameMakeover” when registering.

We’re pretty stoked about this, and we’ll see you there!

Progressive Goes Backward: We Can learn from the Auto Insurance Company Fail

When I first read the story about Progressive Auto Insurance and the death of one of their clients, a woman named Kaitlynn Eileen Fisher, I was pretty perturbed. I wasn’t alone. The Internet lit up. The tragic accident and ensuing court debacle was being retweeted thousands of times per minute. From a mere human perspective, death takes a toll, and as a father I can’t fathom what the parents of the young John Hopkins graduate have endured. But from the point-of-view of a business, and a company that thrives  on great customer service, it’s painful to see such a large company stumble and fail. Repeatedly.

It all began with a guy running a red light. His SUV plowed into Fisher’s Honda. A split second shredded everything those families knew, and in the scrambling for answers, the least they could hope for was the compensation they’d secured to help cover those suddenly trivial accumulations, like Kaitlynn’s student loans. It didn’t happen like that, and according to the now viral blog post written by her brother, Matt Fisher, Progressive Auto Insurance failed to follow through with what was expected from her policy.

Here, Matt explains what went from the typical death claim, to that of an arduous legal battle.

progressive auto insurance debacle

His accusations go so far as to say Progressive’s lawyers defended the man who ran the red light. Progressive has now denied that (and Fisher countered), but–and here’s where they defy the odds and continue to screw up–they’re doing it two days after the blog came out. Two days in insurance lawyer land is an eternity on the web. Progressive finally put humans out front to explain themselves. That’s only after the auto-responses on Twitter made them look even more like assclowns.

Here’s the frigid Twitter outreach conducted by an Autobot:

progressive auto insurance

So here we are with young life gone, a family shattered and an insurance company not prepared to deal with being caught as Satan’s puppet. There are so many things wrong here that I’ll start post-mortem, actually even post trial, and suggest that a company that boasts on their website that from 1996 to 2005 they “grew an average of 17 percent per year, from $3.4 billion to $14 billion” should be able to afford someone to sit on their Twitter and make an actual human response to a tragically human situation.

Even more importantly though, is that social media has pulled back the veil on this creepy marriage between big money and poor service. There’s a helplessness that people are supposed to feel when they are confronted by a team of lawyers from a behemoth oligopoly. But now…maybe not so much. We know that the chance of something going viral is insanely small, yet the odds that people truly care, people not even being paid a premium, are big. And now Progressive needs to know that. All companies should.

To do that, give your insurance company a call and ask about their policies. It’s time to put their customer service to the test. If we can be up answering tweets about ten-dollar domains, then the least they can do is comfort those paying thousands for something as precious as piece of mind.

Things Your Website Should NOT Do: Name.com’s Facebook Friends Focus Group

At name.com we do domains, websites and hosting. You get a domain and some hosting and then you’re all set to burst onto the web, but before you put a whole lot of work into a snappy Flash intro, or have your friends in the bongo/zither duo make some awesome home page music, pay heed to what some experienced web users have to say about what NOT to do:

Do not do this to your websitewebsite don'tswebsite don'tswebsite don'ts

Like a free focus group and you didn’t have to provide finger food. Although we’re not sure what a couple are talking about, and I think Kelley Bryant is actually selling auto parts, but this is good info to keep in mind for the best presence on the web.

 

Social Media Success Story: Making Criticism Constructive

When we added the .XXX extension to our ever-expanding list of domains, we received a lot of criticism for reminding customers to register it defensively. Below are Tweets that exemplify some of the feelings about .XXX and the campaign to have businesses and institutions use it to defend their trademark. Their arguments are not without merit, which is something any social media manager and/or customer support person should note: never write off someone’s issue. To you it might not make sense. To them it could be the biggest deal in the world. (I think marriage helps with this type of empathy.)
I’ll go through some play-by-play to highlight what may have worked here. I say “may have” as results may vary.
So we got this Tweet:
Robb Fitzsimmons
@robbfitzsimmons Registrars like @namedotcom functionally blackmailing the internet with .xxx emails like this; tactic as gross as porn.
SLAM! That’s well said. @robbfitzsimmons used his 140 characters wisely and with a very sharp point. And anyone who can properly use a semicolon can be kind of intimidating. At this point I have two options:
1. Ignore
2. Kindly thank him for his feedback.
OR
3. Do a little research and let him know that while our XXX email may have insulted his intelligence, we don’t think he’s dumb.So I go to his profile, a great place to find out a lot about someone.
social media success story
On his website I see he is no slouch. He’s associated with Harvard and MIT. This guy already knows that we hear him, now we need to let him know that we HEAR him.
@robbfitzsimmons Well said. We feel that if you’re going to get zinged by somebody that it’s best it’s someone from Harvard and/or MIT.
It’s easy to get mad at a website, but when you demonstrate that your company is made up of actual people who care, well then zing. You’ve made a valuable connection. Conversation ensues:
@namedotcom so, i think i need to be more fair. i’m a satisfied client, very happy with the service. just felt it was a bit opportunistic.
And when the anonymity of the Internet is blown away, you are left with real humans having real conversation.
@namedotcom PS if you would refrain from buying robbfitzsimmons.xxx and posting porn to it as retaliation, that’d be appreciated. 🙂
@robbfitzsimmons No, you’re safe with us. And we appreciate the insightful comment. It’s a fine line keeping up with the ‘net & its content
@namedotcom agreed and will continue to turn to you guys for domains; i think you get it which is why i tweeted in the first place.
There is no tactic or trick here. There’s nothing at all cynical about Twitter conversations (actually, there can’t be or you’ll be sniffed out and ignored.) It’s simply about paying attention to people. HINT: If someone has a Twitter or Facebook account there’s a good chance they don’t mind attention.  Also important is getting everyone in the building to understand why the company is about to embark on something, and then making sure they are informed. XXX was not without its controversy within the office, and those discussions helped to hone the office policy as to why we decided to market it.
With that kind of confidence, you can converse like a normal human who has nothing to hide…because you don’t.
Thanks for reading this and, as always, remember social media is a great tool, but please don’t be one.