Good service, bad service and social media

I went for a quick shopping trip at Bluewater yesterday, and it once again highlighted how important it is to align the whole customer experience of your brand, including your products, service levels and marketing. A comparison of three retail and social media experience sum it up nicely:

Store 1: Uniqlo:

I’ve heard various things about Uniqlo and browsed their stores, but this was the first time I’ve intended to make a purchase, having seen numerous mentions of their selvage jeans (Selvage refers to the method of stitching, if you’re not a denim geek). And the level of service was great – first someone was able to help me find the one pile of the right jeans amongst the masses on display, and also explained that they offer a free alteration service when I struggled to find the right leg length.Then the young lady manning the fitting rooms was also friendly and helpful when arranging the alterations and pinning the jeans, and the till staff maintained that. After 40 minutes I came back and my jeans were ready.

Store 2: Ed’s Easy Diner:

I’m a big fan of good burger joints and Americana, so Ed’s should have been perfect. But it was average for various reasons. Partly the quality of food doesn’t quite justify the price (the bacon on my burger was burnt and rock solid, the strawberry milkshake was mainly vanilla, and the chips were undercooked). And partly because the three waiting staff between them were disinterested at best. Having invested in something slightly overpriced and with a hefty amount of competitive restaurants nearby, seeing our food and drinks slammed on the table or being ignored when we tried to pay the bill really didn’t make up for the food. Especially when I’ve experienced alternatives including the constant favourite Byron Burger in London (for example).

Store 3: Soletrader:

The actual service in Soletrader wasn’t bad – reasonably quick, friendly and helpful. The problem is that they were totally hampered by the store infrastructure. I’ve received a voucher for the store, which can’t be redeemed online. I want a specific pair of trainers, which are never in stock in my size. And although I can order them to a physical store, I really wanted to try the two closest sizes to check the right fit. It’s the sort of problem which turns a normally docile and compliant customer into one who will cause any amount of hassle to get rid of his voucher and never go near the store again.

How about the social media marketing:

When I came back online, I decided to tweet about the 3 different levels of service – good, average, and hampered by store policies.

Interestingly, Uniqlo didn’t need to respond or acknowledge my recommendation, but various friends echoed the fact that instore it’s a great experience (Although apparently their email marketing can be pretty overwhelming). That’s fine as I’m quite happy to follow their Twitter account.

Ed’s Easy Diner didn’t respond which is consistently disapointing. I’d hoped to be reassured that my experience may have been a one-off, but can only assume it wasn’t.

But the most interested in the fact that Soletrader did get back to me on Twitter. I got an acknowledgement and an apology for the hassle, although yet again, someone attempting to offer service and customer care couldn’t actually provide a solution, although they did say ‘we’re looking into a way gift vouchers can be used online in the future’.

More effort needed:

Recent stats show that customers expectations of service and feedback via social media outstrip the expectations of companies to monitor and respond. That has to change, and it has to go just beyond monitoring mentions and passing on details.

I wouldn’t necessarily expect Ed’s to respond with any offers or compensation (though I wouldn’t have complained if they did), but at least acknowledging their was a problem with the service offered and finding out more about my experience may have helped them identify a way in which they could improve their business in a location with a high level of competing restaurants and a fairly captive market. It certainly wasn’t busy when we ate, and yet we still ended up on a table with a jukebox out of order.

And Soletrader really need to move more quickly to solve their infrastructure problems, or empower staff to sort a solution out. I hate to quote the Zappos example yet again, but it’s appropriate for a footwear company. If the marketing team on Twitter wanted to turn an annoyed customer into a loyal one, they’d just need to grab a pair of Onitsuka Tigers in blue/red in size 7 and size 8 – send them both to my home address and allow me to send back the pair which didn’t fit. I can give them the voucher code in advance, and they can deal with the hassle of it not being valid for an online order. But having checked the Soletrader site, it appears of 13 different shoes, they have 3 in stock in size 7 across the UK.

The financial risk would be the outlay on posting one reasonable sized box (About £10), and the risk of losing one additional pair of trainers (Retail £70, so under that). I wonder what their current cost is for customer acquisition, and what value they put on their marketing and advertising expenditure, but without being too engrossed in follower numbers, the fact that I personally have twice as many as their official account means that it would probably be a cost efficient exercise overall – and the fact that I also have a number of sneaker addicted friends (including a couple of sneaker collectors) would surely pay off.

Compare that to the knowledge that if I’d just paid for trainers I’d get free postage and returns to store. But by receiving a voucher which ties me into that store I lose all the benefits and service, and instead gain additional hassle.

Great event combines my passion for social media and motorcycles

I’m pleased to say that I’ll be one of the speakers at Torque Social, which is a new social media event dedicated to the motorcycle industry. It runs from Thursday 9th February until Friday 10th February 2012 at The Manor House Hotel in Gloucestershire, and should be a fantastic event as it combines two of the biggest passions in my life – using new technology to benefit businesses and their customers, and motorcycles.

Incidentally, if you book before December 16th, 2011, you can save up to £124 on tickets. And in addition to the focus of the event on explaining how to get real returns on using social media and technology, there’s also a networking dinner and the chance to grab 1-to-1 sessions with the speakers, meaning you can come away with really specific advice and actions for your business.

Social Media is perfect for motorcycling:

Without wanting to give too many spoilers as to what I’ll be running a seminar on, it’s great to see the motorcycle industry starting to embrace social media as a way to engage with their customers. Motorcyclists are some of the most passionate, knowledgable, and enthusiastic people on the planet when it comes to spending time and money on their hobby, but also sharing their love with other people.

And there’s always been a social aspect, whether it’s ride-outs, bike meets, or the experience of being part of a convoy of hundreds of bikers heading to an event. And along with the usual age, location and other social strata, there’s the fact that motorcyclists handily tend to divide themselves into groups by the type of bike they ride, and often the make and model.

Add the fact that most bikers are also keen on gadgets and technology, hence the huge number of forums and messageboards that have been around for many years, and the fact biking often becomes part of life rather than a hobby, and you can see the massive opportunities, especially as motorcycling is often under pressure from outside forces, such as Government legislation.

Plus, bikes are cool.

 

Klout and Peerindex – social network loyalty cards?

Like a lot of people, I’m registered on both Klout and Peerindex, which both attempt to track my online influence in slightly different ways to give one overall score which can be compared to others in my areas of interest. And both offer rewards to people deemed influential enough to qualify – from Klout I took advantage of a cheap deal to finally order some Moo business cards, whilst Peerindex has qualified me for pre-release copies of Gods Without Men by Hanzi Kunru (Which I really enjoyed), and Tancredi by James Palumbo (An interesting book with also came accompanied by some Ministry of Sound headphones, as Palumbo is a co-founder)

Tancredi Goodies via Peerindex

Tancredi, headphones and promo information all via Peerindex

Measuring influence or just tracking loyalty?

Both Klout and Peerindex require you to hook up various sources in order to calculate your influence – Klout includes Twitter, Facebook, LinkedIn, Google+, Foursquare, Youtube, Instragram, Tumblr, Blogger, WordPress.com, Last.fm and Flickr.

Peerindex includes Twitter, Facebook, LinkedIn, Quora, and in an important different, a small number of external RSS feeds for your website or blog, which then contributes to your score via rankings pulled from SEOMoz’s database.

Both are still fairly new and developing approaches to calculating influence, and I have no doubt both will become increasingly sophisticated, although there will always be differences between the abilities of algorithms, and the abilities of humans to judge someone’s influence in more subtle ways – the way they act, the clothes they wear, the way they look and speak, etc. As the comparison between television and radio appearances have shown, for instance with presidential debates, it’s not to say humans are necessarily more accurate – but different.

And I don’t know all the inner workings of either algorithm, but much like search engine optimisation, there are a small set of key things which are proven to work:

  • Having a huge following.
  • Sharing amazing content which gets lots of interaction.
  • Sharing a lot of content all the time.

Assuming you’re not a massive celebrity already, the first one is possible but potentially unlikely if you want to get a really high score on either service. You could try paid services to fake it, and certainly your audience will grow organically over time, but unless you’re very lucky it’s not going to suddenly spike. So building your audience is a long haul approach.

The same is generally true with content – if you create something truly amazing and share it, things can suddenly get very big, but in general content is a medium to long-term strategy built on quality and consistency.

Which brings us to quantity – various people have look at how quantity changes your scores, and there’s plenty of evidence alongside the existence of it as an explicit activity metric in Peerindex.

And here’s where the loyalty card element comes in:

Supermarkets and social networks:

The basics of the supermarket loyalty card are pretty simple. You share your data on frequency of visits and what you have purchased with the retailer, and in return they give you some rewards in savings or additional offers. And they benefit by getting more accurate information regarding high value customers and stock levels, for example.

supermarket-drinks3

The hook with Klout and Peerindex is that you tend to receive awards if you reach a certain level of influence, which requires you to use specific networks. And as the quickest route to gaining influence, you’re encouraged to visit those places to constantly update your own content, and share that of others. The networks themselves can already access the data on who you are and what you do, but suddenly there’s an additional incentive for those who might not have been otherwise interested in utilising that particular network over another.

And at the same time agencies and companies who don’t want to spend time and effort figuring out influencers and building relationships can quickly and easily bung out a promotion which they know will in theory hit the people in an area who receive the most attention.

So what you end up with is an approved list of venues if you want to be noticed and rewarded. The danger is that it discourages you from committing to alternative sites, because there’s no promotional rewards. In Klout’s case, I can’t hook up my various blogs, so I’d probably benefit by writing this whole post on Facebook and Google +, whereas with Peerindex there are a number of networks not covered, but I do get recognition for 3 of my sites.

Only a couple of sites are covered by both, with Twitter being the biggest source factor due to the fact you can quickly and easily tweet a huge amount, or @reply automatically to appear extremely busy and potentially influential.

 

Empire Avenue: A third way?

There’s one other interesting horse in the race, which is the stock market gamified alternative of Empire Avenue, which allows humans to invest in each other as a method for showing influence. Again, there’s an approved list of networks to plug-in, and there’s also the option to hook in a number of RSS feeds. But what makes this different is that the game nature of it theoretically allows better judgements to be displayed via the human input, and also that it’s somewhat blurred by the desire of some people to simply become the highest game ranks rather than truly investing in those people they genuinely find interesting.

Again, it’s still early days, and it’s intriguingly different, but perhaps goes a little too far in the opposite direction.

Why worry?

The nature of influence has always had gatekeepers. Personally my influences are consciously and subconsciously selected, but the media has traditional lifted some to be seen as influential.

Automating this process and essentially codifying what it means can enable people to attempt to ‘game’ the system, but could also have far-reaching implications in terms of offline interactions when you combine it with smart phones, and facial recognition. Particularly if a bug or glitch could diminish your score and suddenly leave you as someone of the digital unwashed with barely any influence.

In my own work reaching out to people for PR and marketing, I use all 3 services augmented by a fair amount of legwork, but the temptation for a quick and simple answer for some businesses and agencies means that you may end up with fewer people willing to go the extra mile for accurate information, which is obviously a concern for me. And for bloggers etc who aren’t in the top ranks of what to some extent becomes a self-reinforcing list, particularly when absolutely no tracking system is ever completely accurate – whether that’s your website analytics or any social tracking service. There’s always a percentage of error, which humans aren’t seemingly built to remember and cope with in the preference of accepting numbers as certainties.

And one of the arguments for not worrying unduly about the dominance of Facebook or Twitter is that the cyclical nature of things suggests someone will come along at some point and replace them, just as has happened to businesses and industries throughout time. But the eligibility for ranking systems reinforces those selected as the only options.

So are you on Klout, Peerindex and Empire Avenue? Is it an accurate reflection of influence? Or is it just a very basic quantity measure for most of us? And have you been tempted to pump out content more often on the ‘approved’ networks, or try to game them?

A very cool Friday project…

You may well be seeing more of this in the future…

 

 

In other news, I’ve just finished a nice report for someone I can’t name, which saw huge increases for web traffic and social media presence (and engagement), which is matching up nicely with sales. And my own sites, which I can mention, have been seeing a big increase in traffic recently – currently edging up towards the 30,000 uniques a month total, which is nice. Still a lot of work to go to get them to the level they need to be at to become business projects rather than educational and fun side projects, but everything is moving in the right direction!

Add in an upturn in potential new clients, and some streamlining of my proposal process and workflows which are both getting a better response, and despite some upheaval in my personal life, everything is looking interesting for the next few months.